{"id":3872457,"url":"https://alion.io/job/progress-software-technical-support-engineer-ii-sharefile","title":"Technical Support Engineer II, ShareFile","company":{"id":9210,"name":"Progress Software","domain":"progress.com","url":"https://alion.io/company/progress-software","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Jobvite","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Belén, Costa Rica"],"countries":["CR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"TCP/IP","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-06T15:00:27Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-07T08:50:39Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"We are Progress (Nasdaq: PRGS) - the trusted provider of software that enables our customers to develop, deploy and manage responsible, AI-powered applications and experiences with agility and ease. \nWe’re proud to have a diverse, global team where we value the individual and enrich our culture by considering varied perspectives because we believe people power progress. Join us as a Technical Support Engineer II and help us do what we do best: propelling business forward. This will be a hybrid role splitting your time between your home office and our Belen CR location.\nIn this role, you will:\nHandles technical issues in assigned products of low to moderate complexity with little to no supervision by following established processes and procedures for the workflow.\nMaintains confidentiality while engaging courteously and calmly with customers and peers, remaining approachable and receptive to feedback-even under pressure.\nMaintains complete and accurate log of customer interactions and technical detail.\nInvestigates customer environment, customer logs and/or code, identifies bugs, proposes workarounds and working solutions and creates feature requests.\nManages difficult communication with customers in an effective and professional manner with assistance from senior team members and knows when to escalate issues.\nConducts research using a variety of resources, including documentation, Knowledge Base, bug database, and the world wide technical and field teams via Community forums.\nReviews product documentation, identifies and contributes to topics needing improvement.\nDrives the creation and update of knowledge base articles and documentation to meet evolving customer needs.\nEnsures readiness for support of new product versions and features. \nIncreases product and procedural knowledge through formal and self-training, work with colleagues, and experience with customer issues.\nMay be required to participate in on-call rotations (including weekends and holidays) based on business needs. Schedules will be communicated and coordinated in advance to ensure appropriate planning.\nResponsible for the management of case and account escalations.\nOperational Expectation\nParticipate in project work and performs independent work with some guidance, gradually gaining autonomy\nCollaborates closely with engineering teams by logging product defects and feature requests clearly and engaging engineering when assistance is required.\nLeadership\nMay provide guidance to new employees \nExpertise\nRequires expanded conceptual knowledge of technical support concepts while developing additional skill sets \nDemonstrates and applies good understanding of knowledge capturing (e.g. delivering webinars or technical presentations to peers, highlighting product features or issues to support skill development across the team.)\nUnderstands product domain\nYour background:\nThis role requires demonstrated related professional experience in and may require a Bachelor’s or Master’s degree in Computer Science or related fields\nProven analytical and troubleshooting skills specific to software related issues.\nStrong customer service skills.\nBasic programming experience or knowledge of programming languages/technologies.\nDemonstrated hands-on experience with IP-based communication protocols and packet-level data transmission, including familiarity with network transport mechanisms such as TCP/IP and UDP.\nAbility to multi-task in a fast-paced environment.\nWorking knowledge of Unix and/or Windows Operating System and networking.\nIf this sounds like you and fits your experience and career goals, we’d be happy to chat.\nWhat we offer in return is the opportunity to experience a great company culture with wonderful colleagues to learn from and collaborate with and also to enjoy:\nHealth insurance plan that provides coverage for a wide range of medical services, including doctor visits, dental, emergency care, and preventative care, for yourself, your spouse, or your dependent children (until 18 years old and up to 25 years old if they are full-time students, with proof of eligibility).\nLife and disability insurance for our employees. \nCompetitive salary, bonus or commission (according to your position), and best-in-class Employee Stock Purchase Program (ESPP) with a 27-month lookback\nBesides your legal vacation days, you will received a paid day off for your birthday, and company holidays. A variety of leave plans, including additional paid time off and other leaves.\nTogether, We Make Progress\nProgress is an inclusive workplace where opportunities to succeed are available to everyone. As a multicultural company serving a global community, we encourage a wide range of points of view and celebrate our diverse backgrounds. Our unique combination of perspectives inspires innovation, connects us to our customers and positively affects our communities. It is only by working together and learning from each other that we make Progress. Join us!","description_format":"text","description_chars":4973,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Health insurance","Home office"],"hiring_locations":[{"name":"Costa Rica","iso":"CR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["CMS & Digital Experience Platforms","DevOps & Platform Engineering","Databases & DBMS","Developer Tools"],"lifecycle":[{"event":"open","at":"2026-11-06T15:00:27Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":13,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-11-07T05:47:08Z"},"pay":null,"html_url":"https://alion.io/job/progress-software-technical-support-engineer-ii-sharefile","json_url":"https://alion.io/job/progress-software-technical-support-engineer-ii-sharefile.json","meta":{"generated_at":"2026-11-07T09:07:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6627,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":9210},"rest":"https://alion.io/mcp/rest/get_company?id=9210"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fprogress-software-technical-support-engineer-ii-sharefile"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fprogress-software-technical-support-engineer-ii-sharefile"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fprogress-software-technical-support-engineer-ii-sharefile"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/progress-software-technical-support-engineer-ii-sharefile\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fprogress-software-technical-support-engineer-ii-sharefile"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3872457}},{"tool":"search_jobs","arguments":{"company":"progress.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3872457},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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