Sr. Support Engineer, manufacturing Operations (MO)

QAD

7d•Remote

About The Position

The Senior Support Engineer, Manufacturing Operations (MO), provides technical support for QAD and Progress products. The role engages directly with customers and partners through CRM, telephone, email, and internet-based tools to address complex issues involving QAD applications and Progress databases. It diagnoses and resolves technical problems and supports QAD product installations, upgrades, and configurations. The engineer also performs Progress or other relational database administration tasks, including optimization, backups, and troubleshooting, while following company quality standards, processes, and tools. The position manages complex and escalated cases, documents issues and resolutions, and helps develop reusable solutions and training materials for customers, partners, and internal teams. It collaborates with team leads, peers, R&D, and Product Management, and contributes training content on complex case resolution and technical troubleshooting. The support organization operates 24/7, so the role involves shift rotations, weekend shifts, and potential on-call coverage as required. The position is fully remote in Mexico; applicants must be eligible to work in Mexico, and visa sponsorship is not offered.

Requirements

At least 4 years of relevant experience supporting enterprise products and resolving complex technical issues.
English proficiency at C1 level; conversational English is required.
Strong problem-solving skills and ability to manage high-priority cases in a fast-paced, customer-centric environment.
Proficiency debugging and troubleshooting Unix, Windows, internet, and network environments.
Programming knowledge in C, C++, Unix scripting, and Progress for issue resolution.
Expertise in Progress DBA tasks, including database optimization, backup and restore, and performance monitoring.
Strong Linux skills and SQL knowledge for database queries and troubleshooting.
Experience with QAD product installation, configuration, and administration.
Must be eligible to work in Mexico; visa sponsorship is not offered.
Ability to participate in shift rotations, weekend shifts, and potential on-call coverage.

Nice To Haves

QAD PKS or other relevant industry certifications.
Hands-on experience in ERP support, including installing, upgrading, and configuring systems such as QAD, SAP, Oracle ERP, or Dynamics 365.
Experience troubleshooting and resolving system-level issues, including performance optimization and configuration challenges.
Experience performing advanced troubleshooting and database management, including backups, restores, and optimization.

Responsibilities

Provide technical support for QAD and Progress products to customers and partners through CRM, telephone, email, and internet-based tools.
Diagnose and resolve complex technical issues related to QAD applications and Progress databases.
Support the installation, upgrading, configuration, and administration of QAD products and ERP systems.
Perform Progress or other relational database administration tasks, including database optimization, backups, restores, performance monitoring, and troubleshooting.
Manage highly complex and escalated cases using effective problem-solving.
Follow company quality standards, processes, and tools when delivering support.
Create and maintain detailed documentation of issues and resolutions for training materials and reusable solutions.
Share technical knowledge and actionable resources with customers, partners, and internal teams globally.
Collaborate with team leads, peers, R&D, and Product Management to develop solutions and maintain support standards.
Develop and share training content focused on complex case resolution and technical troubleshooting.
Participate in shift rotations, weekend shifts, and potential on-call coverage as required by the 24/7 support organization.