IT Operations & Digital Support Engineer role at Wakapi, handling technical support and incident management remotely. Responsible for digital ecosystem reliability and continuous improvement initiatives.
About the role
- Technical Support Engineer providing world-class assistance for Progress’ Managed File Transfer products. Requires expertise in software troubleshooting and customer support.
Responsibilities
- Provides technical assistance to evaluators, customers, resellers and Progress employees via various communication options
- Assists with the installation, configuration, use and maintenance of software products
- Follows the processes for technical support workflow
- Diagnoses and explains external hardware and software issues affecting software use
- Provides customers with information about Progress products and resources
- Capable to support new company products with on-the-job training
- Interacts professionally and courteously with all customers and peers
- Maintains confidentiality and sets appropriate expectations for resolutions
- Escalates product issues as necessary
- Logs product defects and feature requests clearly in the corresponding systems
- Reviews product documentation and identifies topics needing improvement
- Responsible for professional self-development by attending training
Requirements
- BS in Computer Science, Computer Information Systems experience, or MS with equivalent experience or degree
- Excellent verbal and written communication skills
- Solid analytical and troubleshooting skills specific to software-related issues
- Strong customer service skills
- Ability to multitask in a fast-paced environment and maintain attention to details
- Knowledge/experience with windows/linux OS administration
- SSL, SSH, Networking, File transfer technologies.
Benefits
- Competitive remuneration package
- Employee Stock Purchase Plan Enrolment
- 30 days of earned leave
- An extra day off for your birthday
- Various other leaves like marriage leave, casual leave, maternity, and paternity leave
- Premium Group Medical Insurance for employees and five dependents
- Personal accident insurance coverage
- Life insurance coverage
- Professional development reimbursement
- Interest subsidy on loans - either vehicle or personal loans
- Health club reimbursement
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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