Sr. Support Engineer, ERP

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.

Responsibilities

Provide comprehensive technical assistance for QAD products, including installations, configurations, upgrades, and administration tasks; Analyze and resolve technical issues, applying advanced troubleshooting skills and root cause analysis; Handle complex and escalated cases while adhering to SLAs; Perform Progress DBA tasks, including database optimization, backup/restore operations, and monitoring database performance; Manage incoming support requests through ticketing systems and ensure accurate categorization and prioritization; Escalate unresolved issues appropriately and collaborate with team leads and cross-functional departments; Maintain detailed documentation of troubleshooting steps, resolutions, and best practices; Communicate effectively with customers and partners on issue resolution progress; Collaborate with R&D and Product Management to resolve complex issues; Participate in shift rotations, weekend shifts, and on-call coverage

Requirements

Bachelor's Degree in Information Technology, Computer Science, or a related field (equivalent experience considered); 3-4 years of relevant experience in supporting enterprise products; Strong problem-solving and analytical skills; 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 and basic SQL knowledge for database queries and troubleshooting; Experience with QAD product installation, configuration, and administration; Exceptional communication skills with ability to explain technical concepts to non-technical stakeholders; Customer-focused mindset with commitment to delivering high-quality service; Willingness to participate in shift rotations, weekend shifts, and on-call coverage

Nice to have

Hands-on experience in ERP support is highly preferred; QAD PKS or other relevant industry certifications are a plus

Benefits

Health and well-being programs supporting work-life balance; Opportunity to join a growing business in expansion and transformation; Collaborative culture of smart and hard-working people; Atmosphere of growth and opportunity with idea-sharing prioritized; Compensation packages based on experience and desired skill set