Technical Support Engineer

About Proggio:

Proggio is a fresh take on project timeline collaboration. Instead of complex Gantt charts and overwhelming spreadsheets, we offer a clean, interactive timeline that makes it easy for teams to plan, manage, and deliver work together.

We help organizations see the big picture at a glance - what’s happening, what’s at risk, and what’s coming next. With AI-powered features that simplify initiative planning, timeline generation and highlight risks before they turn into problems, Proggio gives teams everything they need to move fast and stay aligned.

What You’ll Be Doing:

As a Technical Support Engineer, you’ll be one of the first points of contact for users trying out Proggio’s free version. Your job is to help them get started smoothly, answer their questions, and show them how to get the most out of the platform - on path to the more advanced paid features that are included in the premium version.

You’ll help users feel confident and excited about using Proggio, whether that means hopping on a quick call, answering chat questions, or sharing helpful tips and guides.

You’ll also be responsible for troubleshooting technical issues and collaborating with internal teams to ensure smooth problem resolution.

Key Responsibilities:

• Diagnose and resolve technical issues via email, chat or Zoom
• Provide timely and professional support to customers and internal teams
• Analyze logs, configurations, and system data to identify root causes
• Collaborate with engineering and product teams to escalate complex issues
• Document troubleshooting steps, solutions, and best practices
• Educate customers on product features, usage, and best practices
• Contribute to knowledge base articles and internal documentation

Requirements:

• Basic understanding of project management (timelines, tasks, dependencies, etc.)
• Experience in technical support, IT helpdesk, or a similar role - nice to have
• Strong troubleshooting skills and analytical mindset
• Familiarity with ticketing systems (e.g., Jira, Zendesk) and remote support tools
• Excellent communication and customer service skills
• Ability to work in a fast-paced, team-oriented environment
• Customer-Facing Experience: Ability to translate technical concepts into easy-to-understand terms.
• Excellent English – fluent or native speaker - a MUST