Full-Time Sr. Support Engineer, ERP

Senior Support Engineer, ERP role focused on delivering exceptional technical support for QAD and Progress products.

Engage directly with customers and partners via CRM, telephone, email, and internet-based tools to address complex technical issues and inquiries related to QAD applications and Progress databases.

Responsible for diagnosing and resolving technical issues, ensuring seamless installations, upgrades, and configurations of QAD products.

Leverage expertise to perform Progress DBA tasks, including database optimization, backups, and troubleshooting.

Adhere to quality standards, processes, and tools, ensuring consistent delivery of high-quality support.

Manage highly complex and escalated cases requiring innovative problem-solving and a deep understanding of QAD and Progress systems.

Create and maintain detailed documentation of issues and resolutions, serving as a foundation for developing training materials and reusable solutions.

Collaborate with team leads, peers, and cross-functional teams (R&D and Product Management) to devise effective solutions and uphold support standards.

Contribute to team growth by developing and sharing training content, focusing on complex case resolution and technical troubleshooting.

Flexible scheduling required due to 24/7 support operations: shift rotations, weekend shifts, and potential on-call coverage.

Participate in continuous learning and regular practice of existing product knowledge to stay prepared for new challenges.

Technical Support and Troubleshooting: Provide comprehensive technical assistance for QAD and Progress products. Analyze and resolve technical issues, handle complex cases. Perform Progress DBA tasks.

Incident Handling: Manage support requests, escalate unresolved issues, monitor incidents.

Documentation and Knowledge Sharing: Maintain detailed documentation, contribute to knowledge base, develop guides and FAQs.

Customer Engagement and Communication: Communicate effectively with customers, explain technical concepts, and foster trust.

Collaboration and Teamwork: Work closely with team leads, peers, and cross-functional teams. Engage with engineering teams.

Training and Development: Assist in developing training materials, mentor junior team members.

Shift Coverage and Flexibility: Participate in shift rotations, weekend shifts, and on-call coverage.

Any Other Duties as Assigned: Fulfill additional responsibilities as needed.

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

Experience: 3-4 years of relevant experience.

Technical Skills: Proficiency in debugging and troubleshooting Unix, Windows, internet, and network environments, programming knowledge in C, C++, Unix scripting, and Progress, expertise in Progress DBA tasks, strong Linux skills, basic SQL knowledge, QAD product installation.

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

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