Senior Technical Support Engineer

Purpose:
Position Title: Senior Technical Support Engineer

Company: Progress Software Corporation

Department: Sonic Technical Support

Working Location: Bedford, MA

Position Status: Full-Time Regular

Responsibilities

Want to join a company that is creating infrastructure software for the next evolution in IT??? Join Progress Software and ride the SOA wave!

Recently named one the "The Dozen - The 12 Companies That Will Matter The Most In The Upcoming Year” (May 06) by Intelligent Enterprise Magazine, Progress Software is on a quest to become the leading provider infrastructure software to drive the adoption of Service Oriented Architecture (SOA). Haven't heard of SOA... just wait you will. SOA is as significant an IT transition as the move to GUI, client/server or object-oriented computing. SOA promises not only cross-organizational IT alignment towards governance requirements but an ROI and accounting for IT investments. SOA has the ability to change, evolve and manage business processes throughout an enterprise, changing the way IT services the organization.


Ensure customer satisfaction through efficient, effective diagnosis and resolution of customer questions and problems.
Conduct follow-up research and testing as necessary to resolve problems.
Interface with the engineering department as necessary to expedite issue resolution.
Document technical information for reuse by customers and/or internal personnel.
Must be able to multi-task in a fast paced environment and handle all accountabilities with minimal supervision.
Prepare for support of new products without extensive formal training.
Serve as a resource for less experienced members of the local support team.

Essential Day To Day Responsibilities
Take ownership of designated issues submitted by customers.
Conduct research using a variety of resources, including documentation, Knowledge Base, bug database, source code, and the world wide technical and field teams via email alias.
Run customer test cases when available, and develop test cases and examples as required to resolve problems, using methodical testing to isolate and identify problems.
Provide Engineering with clear and complete information, when Engineering assistance is required, carrying out recommended diagnostic steps and gathering information as necessary.
Escalate issues to management when needed.
Communicate clearly and precisely with customers regarding technical issues.
Maintain complete and accurate log of customer interactions and technical details.
Manage difficult customers and customer expectations effectively and professionally. Document product defects clearly in bug database.
Document technical information on problems and their workarounds or resolutions in online Knowledge Base.
Provide technical guidance and assistance to less experienced members of the support team.

Qualifications

BS in Computer Science or equivalent experience.
2 years supporting Java applications, including Java programming experience, and programming or troubleshooting experience with Application Servers
2 year supporting web services (Java-based, but .NET is a plus)
Excellent verbal and written communication skills.
Solid analytical and troubleshooting skills.
2-4 years customer support experience and 4-6 years technical/industry experience.

Desired Skills
J2EE, experience with WebSphere, Weblogic, JBoss, Apache Tomcat, especially with EJBs and MDBs; strong Java debugging - ability to read source code and debug stack traces a plus; experience debugging problems in a multi-threaded environment; knowledge of the HTTP and TCP/IP protocol stack; XML (SOAP,WSDL, XSLT, SAX, DOM, XPATH), Experience with Security (SSL, certificates, firewalls, proxies), LDAP, COM, C++, C#.

About Progress Software Corporation

Progress Software Corporation is a $500 million+ global leader in application, service and data infrastructure software. Progress has pioneered many recent innovations including the invention of the enterprise service bus with its Sonic ESB(R) product, and the commercial application of event-stream processing with its Apama(R) ESP platform. Progress' broad software portfolio also includes the Progress(R) OpenEdge(R) business application platform, Actional(R) SOA and Web service management, EasyAsk(R) natural language search and query and an unparalleled range of data connectivity and mainframe integration with its DataDirect Technologies(TM) portfolio. For more information about Progress Software, visit www.progress.com

Required Experience: 4-6 years

Required Education: Bachelors Degree

Travel Required: No

Travel Percentage: 0
REQUIREMENTS
Travel Percentage: 0%