Sr. Support Engineer, ERP

QAD

3d•Remote

About The Position

The Senior Support Engineer, ERP role is a cornerstone within our organization, focused on delivering exceptional technical support for QAD and Progress products. In this role, you will engage directly with customers and partners through various communication platforms, such as CRM, telephone, email and internet-based tools, to address complex technical issues and inquiries related to QAD applications and Progress databases. As an ERP Support Engineer, you will be responsible for diagnosing and resolving technical issues, ensuring seamless installations, upgrades, and configurations of QAD products. You will leverage your expertise to perform Progress DBA tasks, including database optimization, backups, and troubleshooting. This role also demands strict adherence to quality standards, processes, and tools established by the company, ensuring consistent delivery of high-quality support. Your responsibilities extend to managing highly complex and escalated cases, requiring innovative problem-solving and a deep understanding of QAD and Progress systems. You will play a pivotal role in creating and maintaining detailed documentation of issues and resolutions, which will serve as a foundation for developing training materials and reusable solutions. These resources will be shared globally to empower customers, partners, and internal teams with actionable knowledge. Collaboration is a key component of this role, as you will work closely with team leads, peers, and cross-functional teams, including R&D and Product Management, to devise effective solutions and uphold superior support standards. Additionally, you will contribute to team growth by developing and sharing training content, focusing on complex case resolution and technical troubleshooting. Given that our support organization operates 24/7, this position demands a flexible approach to scheduling. You will be expected to participate in shift rotations, along with weekend shifts and potential on-call coverage as required. These elements are vital to providing continuous support to our global customer base. Your willingness to adapt to these scheduling requirements is crucial for the role.

Requirements

3-4 years of relevant experience in supporting enterprise products.
Expertise in resolving complex technical issues and delivering exceptional customer-focused solutions.
Strong problem-solving skills and a proven ability to manage high-priority cases in a fast-paced, customer-centric environment.
Proficiency in 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/restore, and performance monitoring.
Strong Linux skills.
Basic SQL knowledge for database queries and troubleshooting.
Experience with QAD product installation, configuration, and administration.
Eager to learn.
Time management.
Multitasking capabilities.

Nice To Haves

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

Responsibilities

Diagnosing and resolving technical issues related to QAD applications and Progress databases.
Ensuring seamless installations, upgrades, and configurations of QAD products.
Performing Progress DBA tasks, including database optimization, backups, and troubleshooting.
Managing highly complex and escalated cases.
Creating and maintaining detailed documentation of issues and resolutions.
Collaborating with team leads, peers, and cross-functional teams (R&D, Product Management) to devise effective solutions.
Developing and sharing training content for complex case resolution and technical troubleshooting.
Participating in shift rotations, weekend shifts, and potential on-call coverage.