Role: Technical Support Engineer (TSE)
Reporting to: Technical Manager
Office Location: Rotterdam (ETSC), the Netherlands
This is an interesting opportunity to join Progress Software and work in an International environment with the next generation technology.
Progress Software is a rapidly growing multinational and global leader in applications, services and data infrastructure software. Progress products and technology are used at over 60,000 organizations in 140 countries including 90% of the Fortune 500.
The Progress European Technical Services Centre based in Rotterdam delivers world-class support solutions to customers throughout Europe. Our customers are varied including Progress Distributors, Independent Software Vendors and End User Customers.
Role Purpose
Support engineers at the ETSC resolve complex technical problems involving all of Progress’s major product lines: our development platform (OpenEdge), our Enterprise Infrastructure (Sonic MQ and Sonic ESB); including Service Oriented Architectures, Application Integration, Data Integration and the emerging areas of SOA Governance and Business Activity Monitoring (Actional), together with Event Stream processing and Real time information tools (Apama).
You will be positioned in one of our product’s communities and provided the opportunity to grow within product range as well as broaden your skills in software development.
We offer:
A challenging and stimulating role that involves solving complex technical customer problems through in-depth problem analysis. We offer excellent training delivered both locally on-the-job and in the USA. In the European Technical Services Centre we are proud of our multicultural environment. Currently we are able to offer technical support in over 10 languages. The working environment is stimulating, informal, but professional with an informal dress code. We are based two minutes walk away from Rotterdam Alexander NS station.
Duties and Responsibilities
Provide Technical Support:
• Demonstrate an increasing ability to troubleshoot and resolve customer issues independently, using appropriate problem solving techniques and focus on quality support
• Manage customers effectively and professionally, escalate issues to your team lead or manager as needed
• Troubleshoot and diagnose routinely encountered customer issues making use of the resources available to you, and provide valid workarounds wherever possible.
Skill Development:
• Attend formal and informal training offered within the office, and externally based on your interest or when requested to do so by your manager.
• Demonstrate willingness and capability to increase product and procedural knowledge through self-training, work on support requests and with colleagues
• Demonstrate an ability to apply acquired knowledge when handling customer issues
• Demonstrate increasing proficiency using hardware, software, and network resources for testing and resolving customer issues
Typical Analyst TSE Profile/Qualifications
• University-level education (Computer Science or related field) preferred, but additional working experience does compensate.
• Some experience as an Application Developer (Java, C, C++, C#, SQL) or Database/System Administrator (Progress, MS-SQL, Oracle) is required.
• Strong customer focus as you will be dealing with a variety of people on different levels; software developers, solution architects, projects managers etc.
• Good personal organizational and multi-tasking skills.
• Self-driven.
• Team player as you will join a sharp team with a good team spirit.
• Strong problem-description and –solving skills where the key focus is to put our customers first.
• Effective prioritization skills.
• Good communication both verbal and written in English is mandatory. Most communication takes place over the phone so you need to be able to deal with people with different backgrounds and nationalities.
• (Near-)Native command of one or more of the following languages is desired: English, French, German, Italian, and Spanish or any other European language in addition to an advanced level of English
