Full-Time Sr. Engineer, Critical Support Team
QAD, Inc. is hiring a remote Full-Time Sr. Engineer, Critical Support Team. The career level for this job opening is Experienced and is accepting Mumbai, India based applicants remotely. Read complete job description before applying.
QAD, Inc.
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Job Details
The Senior Support Engineer role focuses on exceptional technical support for QAD and Progress products.
Engage directly with customers/partners through various communication platforms (CRM, phone, email, internet tools) to address complex technical issues.
Responsibilities include:
- Diagnosing and resolving technical issues.
- Ensuring seamless installations, upgrades, and configurations of QAD products.
- Performing Progress DBA tasks (optimization, backups, troubleshooting).
- Adhering to quality standards and processes.
- Managing escalated cases requiring innovative problem-solving.
- Creating/maintaining detailed documentation for issues and resolutions, creating training materials, and reusable solutions.
- Collaborating with team leads, peers, cross-functional teams (R&D, Product Management).
- Contributing to team growth through training content development/sharing.
- Participating in shift rotations (24/7 support), weekend shifts, and on-call coverage.
- Engaging in continuous learning and practicing existing product knowledge.
Technical Support & Troubleshooting:
- Providing comprehensive technical assistance for QAD/Progress products.
- Analyzing and resolving technical issues using advanced troubleshooting.
- Handling complex cases adhering to SLAs, maintaining customer satisfaction.
- Performing Progress DBA tasks (database optimization, backups, monitoring).
Incident Handling:
- Managing support requests through ticketing systems.
- Prioritizing issues.
- Escalating unresolved issues.
- Monitoring incidents for recurring patterns, implementing preventive measures.
- Ensuring issue resolution aligns with SLAs.
Documentation & Knowledge Sharing:
- Maintaining accurate documentation of troubleshooting, resolutions, and best practices.
- Contributing to the knowledge base.
- Developing guides and FAQs for customers/partners/internal teams.
Customer Engagement & Communication:
- Communicating issue resolution progress to customers/partners.
- Explaining technical concepts clearly to all stakeholders.
- Fostering trust and transparency with customers.
Collaboration & Teamwork:
- Working closely with team leads, peers, and cross-functional teams.
- Facilitating knowledge transfer and gaining insights into product updates impacting support processes.
- Participating in team meetings.
Training & Development:
- Developing and delivering training materials/sessions.
- Mentoring junior team members.
- Staying updated on QAD/Progress product developments.
Shift Coverage & Flexibility:
- Participating in shift rotations, weekend shifts, and on-call coverage.
- Adapting to varying scheduling requirements.
Other Duties:
- Fulfilling additional responsibilities as needed.
Education: Bachelor's degree in Information Technology, Computer Science, or a related field.
Experience: 4+ years of relevant experience in supporting enterprise products, resolving complex technical issues, and delivering exceptional customer-focused solutions. Strong problem-solving skills, experience managing high-priority cases.
Preferred Skills:
- ERP support (QAD, SAP, Oracle ERP, Dynamics 365).
- Troubleshooting and resolving system-level issues.
- Advanced troubleshooting and database management (Progress or similar DB).
Technical Skills:
- Unix/Windows/internet/network environments debugging.
- C/C++/Unix scripting/Progress programming.
- Progress DBA skills (optimization, backup/restore, monitoring).
- Linux skills, basic SQL knowledge.
- QAD product installation/configuration/administration.
Soft Skills:
- Strong analytical/problem-solving skills.
- Exceptional communication skills.
- Customer-focused mindset.