Technical Support Engineer, Senior 1(Open Edge/ Oracle DBA)

Full-time IT & Technology

We are Progress (Nasdaq: PRGS) - a trusted provider of software that enables our customers to develop, deploy and manage responsible AI powered applications and experiences with agility and ease.

Overview

Provides technical support to customers and internal teams, handling highly complex technical issues independently. Trains and mentors junior staff, maintains deep knowledge of products, internal procedures, and tools, and serves as a trusted resource for colleagues.

Responsibilities

• Follow processes and procedures for technical support workflow.
• Interact professionally and courteously with all customers and peers.
• Own and manage customer cases (tickets, emails, remote assistance) and set clear expectations for resolution.
• Diagnose and troubleshoot customer issues involving third‑party products using documentation, knowledge base, bug database, source code, and field teams.
• Document all customer interaction...