Senior Technical Support Engineer

About the role

Progress is seeking a Senior Technical Support Engineer to join its hybrid team in Belen, Costa Rica. You will work independently with minimal supervision, providing expert assistance to customers and collaborating closely with engineering teams.

Key responsibilities

• Communicate clearly with customers to set expectations, deliver work‑arounds and resolve product defects.
• Log product defects, review MMFs for accuracy and engage engineering when needed.
• Mentor and guide junior technical support engineers.
• Lead smaller projects or project teams and handle a high volume of cases efficiently.
• Maintain product domain knowledge and act as a go‑to resource for peers.

Required profile

• Mid‑ to senior‑level experience in technical support or related fields.
• Bachelor’s or Master’s degree in Computer Science or a related discipline (preferred).
• Strong analytical, diagnostic and troubleshooting abilities for software‑related issues.
• Excellent customer service and communication skills.
• Ability to multitask in a fast‑paced environment and mentor junior staff.

Required skills

• Programming experience or knowledge of programming languages/technologies.
• Hands‑on experience with IP‑based communication protocols.
• Familiarity with network transport mechanisms such as TCP/IP and UDP.
• Packet‑level data transmission troubleshooting.

What we offer

• Comprehensive health insurance covering medical, dental, emergency and preventive care for you and eligible dependents.
• Life and disability insurance.
• Competitive salary with bonus/commission and an Employee Stock Purchase Program (ESPP) featuring a 27‑month look‑back.
• Generous vacation policy plus paid days off for special occasions.