Full-Time ERP Support Engineer

ERP Support Engineer plays a key role in delivering technical support for QAD and Progress products.

Focuses on providing effective solutions for customer-reported issues, managing technical inquiries, ensuring seamless system operation through troubleshooting and resolution efforts.

Engage with customers and partners via communication platforms like CRM, telephone, email, and internet-based tools.

Responsibilities include diagnosing technical problems, resolving issues related to installations, upgrades, and configurations, performing basic Progress DBA tasks under guidance.

Document solutions, contribute to the organization's knowledge base to support continuous learning and team growth.

Work closely with senior team members, leveraging expertise to improve skills, ensuring timely and high-quality support delivery.

Given our 24/7 support organization, this position demands a flexible approach to scheduling.

Participate in shift rotations, weekend shifts, and potential on-call coverage as required.

Crucial to provide continuous support to our global customer base.

Technical Support and Troubleshooting:

• Provide frontline technical support for QAD and Progress products.
• Assist with installations, configurations, upgrades, and troubleshooting.
• Diagnose and resolve basic technical issues, escalating complex cases to senior team members.
• Perform Progress DBA tasks (under guidance) like database monitoring, backups, and basic optimization.

Incident Handling:

• Manage incoming support requests through ticketing systems and communication channels.
• Ensure accurate categorization and prioritization of issues.
• Resolve issues within defined Service Level Agreements (SLAs).
• Escalate unresolved incidents appropriately.
• Proactively identify incident patterns to suggest preventive measures and reduce repeat occurrences.

Documentation and Knowledge Sharing:

• Maintain detailed and accurate documentation of troubleshooting steps, resolutions, and best practices.
• Contribute to the organization’s knowledge base by documenting verified solutions and reusable resources.
• Develop simple guides or FAQs for customers and internal teams.

Customer Engagement and Communication:

• Communicate regularly with customers to provide updates on issue resolution.
• Explain technical concepts clearly and concisely.
• Foster trust and transparency by addressing concerns pro-actively.

Collaboration and Teamwork:

• Work closely with peers, team leads, and cross-functional teams (e.g., R&D, Product Management).
• Participate in team discussions to share knowledge and discuss challenges.
• Contribute to process improvements.
• Leverage senior team member expertise for effective resolution of complex cases.

Shift Coverage and Flexibility:

• Participate in shift rotations, weekend shifts, and on-call schedules.
• Adapt to varying scheduling requirements to ensure timely customer assistance.

Education: Bachelor's degree in IT, Computer Science, or related field. Equivalent experience considered.

Experience: 2+ years of relevant experience in enterprise product support, focusing on troubleshooting and resolving customer issues.

Strong problem-solving skills.

Manage high-priority cases in a fast-paced environment.

Hands-on experience with ERP support (QAD, SAP, Oracle ERP, or Dynamics 365) preferred.

Basic troubleshooting and resolving system-level performance and configuration issues.

Progress DBA knowledge advantageous but not mandatory.

Technical Skills: Familiarity with debugging, troubleshooting in Unix/Linux and Windows, basic scripting (e.g., Shell), SQL for issue diagnosis.

Soft Skills: Strong analytical and problem-solving abilities, exceptional communication skills, customer-focused mindset.

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