Full-Time Sr. Engineer, Critical Support Team

Senior Support Engineer role focused on delivering exceptional technical support for QAD and Progress products. Engage directly with customers and partners through various communication platforms (CRM, telephone, email, internet tools) to address complex technical issues and inquiries.

Responsibilities:

• Diagnose and resolve technical issues, ensuring seamless installations, upgrades, and configurations of QAD products.
• Perform Progress DBA tasks (database optimization, backups, troubleshooting).
• Adhere to quality standards, processes, and tools, ensuring consistent support quality.
• Manage highly complex, escalated cases with innovative problem-solving.
• Create and maintain detailed documentation of issues and resolutions, developing training materials and reusable solutions.
• Collaborate with team leads, peers, and cross-functional teams (R&D, Product Management).
• Develop and share training content focused on complex case resolution and troubleshooting.
• Participate in shift rotations, weekend shifts, and potential on-call coverage.
• Engage in continuous learning and regular practice of existing product knowledge.

Technical Support & Troubleshooting:

• Provide comprehensive technical assistance for QAD and Progress products (installations, configurations, upgrades).
• Analyze and resolve technical issues, applying advanced troubleshooting skills and root cause analysis.
• Handle complex, escalated cases adhering to SLAs and maintaining high customer satisfaction.
• Perform Progress DBA tasks, including database optimization, backups, and performance monitoring.

Incident Handling:

• Manage incoming support requests via ticketing systems and communication channels.
• Categorize and prioritize issues.
• Escalate unresolved issues appropriately.
• Proactively monitor incidents for recurring patterns and implement preventive measures.
• Ensure incidents are resolved within SLAs.

Documentation & Knowledge Sharing:

• Maintain detailed documentation of troubleshooting steps, resolutions, and best practices.
• Contribute to the knowledge base by documenting verified solutions and reusable resources.
• Develop comprehensive guides and FAQs to support customers and internal teams.

Customer Engagement & Communication:

• Communicate effectively with customers and partners on issue resolution progress.
• Explain technical concepts clearly and concisely.
• Foster trust and transparency with customers.

Collaboration & Teamwork:

• Collaborate with team leads, peers, and cross-functional teams.
• Engage with engineering teams to facilitate knowledge transfer and gain product update insights.
• Participate in team meetings.

Training & Development:

• Develop and deliver training materials and sessions.
• Mentor junior team members.
• Stay updated on the latest QAD and Progress developments.

Shift Coverage & Flexibility:

• Participate in shift rotations, weekend shifts, and on-call coverage.
• Adapt to varying scheduling requirements.

Education: Bachelor's degree in Information Technology, Computer Science, or related field.

Experience: 4+ years in enterprise product support, resolving complex technical issues, and delivering exceptional customer solutions.

Skills: Strong problem-solving skills, customer focus.

Additional:

• Prefer ERP support experience with QAD, SAP, Oracle ERP, or Dynamics 365.
• Unix, Windows, internet, and network troubleshooting.
• Programming knowledge (C, C++, Unix scripting, Progress).
• Progress DBA tasks.
• Linux skills and basic SQL knowledge.
• QAD product installation, configuration, and administration.

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