Principal Technical Support Engineer

Job not on LinkedIn

🔥 4 minutes ago

🇺🇸 United States – Remote

💵 $115k - $130k / year

⏰ Full Time

🔴 Lead

📞 Support Engineer

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Progress

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1981

🤖 Artificial Intelligence

💰 Post-IPO Equity on 1995-01

Software • Artificial Intelligence • Infrastructure Management

Progress is a software company that offers a wide range of products and services aimed at improving digital experiences, data management, and infrastructure management. The company provides AI-powered applications across its platforms, enabling businesses to develop and manage these applications efficiently. Progress offers solutions such as the Progress Data Platform for data, AI, and analytics projects, and Sitefinity for digital content and experience management. Additionally, Progress provides infrastructure management products to help streamline network and application management, as well as data connectivity tools under the DataDirect brand. The acquisition of ShareFile has expanded Progress's capabilities in secure file transfer and collaboration. With a strong focus on artificial intelligence, Progress works to deliver innovative solutions for its customers and partners across various industries.

📋 Description

• Own U.S. Government customer support requests from intake through closure • Triage severity and business impact, collect environment and data-flow details, create support cases, and maintain complete records • Diagnose complex PDP issues involving MarkLogic and Semaphore, including installation, upgrades, clustering, forests, replication, backup and restore, security, performance, Linux, networking, and cloud deployments • Diagnose enterprise data and metadata issues involving ingestion, transformation, modeling, indexing, search, query behavior, data quality, and movement across MarkLogic and connected systems • Assess how data architecture, volume, distribution, and access patterns affect system behavior, reliability, and performance • Provide precise customer communications, diagnostic requests, workarounds, recovery steps, and next actions • Coordinate urgent incidents and troubleshooting calls with customers, Support, Engineering, Product Management, Professional Services, and account teams • Escalate product defects and high-risk cases with reproducible evidence and business impact; track them to resolution • Support restricted U.S. Government environments where direct access or electronic transfer of logs, screenshots, or data samples may be limited • Monitor shared support channels and maintain continuity across handoffs • Participate in scheduled on-call, holiday, weekend, and after-hours coverage • Identify recurring product, data, and operational issues and improve knowledge articles, troubleshooting guidance, intake checklists, and support processes • Serve as a senior technical and procedural resource and mentor teammates • Help ensure consistent case quality and customer care

🎯 Requirements

• 8+ years of enterprise software technical support, production operations, systems engineering, database administration, data-platform operations, or equivalent experience • Demonstrated ownership of complex, customer-facing incidents and ability to manage multiple cases • Deep understanding of database and distributed-system concepts, including clustering, replication, transactions, indexing, caching, backup and recovery, and high availability • Experience troubleshooting enterprise data platforms, including data modeling, ingestion, transformation, metadata, indexing, search, data quality, and system-to-system data flows • Ability to analyze relationships between data characteristics, query patterns, application behavior, and platform performance • Hands-on Linux troubleshooting, including services, processes, file systems, resource utilization, logs, and command-line diagnostic tools • Strong networking and security fundamentals, including TCP/IP, DNS, TLS/SSL, authentication, LDAP, SAML, Kerberos, and certificate troubleshooting • Experience supporting Java, JavaScript, XQuery, SQL, JSON, XML, REST APIs, and client/server applications • MarkLogic and Semaphore experience strongly preferred • Experience with AWS and/or Azure deployments, including virtual machines, storage, networking, automation templates, and operational troubleshooting • Ability to translate incomplete symptoms into a structured diagnostic plan • Excellent written and verbal English communication • Sound judgment during high-severity incidents and strong customer-service orientation • Bachelor's degree in computer science, information systems, engineering, data science, or a related field preferred, or equivalent practical experience • Must be a U.S. citizen due to being in the federal group • Participation in scheduled holiday, weekend, and after-hours support coverage required

🏖️ Benefits

• Medical, dental, vision, life and disability benefits • 401(k) retirement savings plan • Tuition reimbursement program • Critical illness, hospital indemnity, and personal accident insurance options • Identity theft protection • Auto and home insurance • Legal insurance • Pet insurance • Performance-based annual corporate bonus plan • Incentive compensation opportunities, including bonus or uncapped commission as applicable • Employee Stock Purchase Program (ESPP) with a 27-month lookback • Flexible paid vacation time • Paid day off for birthday • Company holidays • Parental Leave and other leave programs • Employee Assistance Program (EAP) • Employee well-being resources focused on physical, mental, social, and financial health • Remote work arrangement

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