Support Engineer (Night Shift - 6pm)

The ERP Support Engineer plays a key role in delivering technical support for QAD and Progress products. This role focuses on providing effective solutions for customer-reported issues, managing technical inquiries, and ensuring seamless system operation through troubleshooting and resolution efforts. As a Support Engineer, you will engage with customers and partners via communication platforms such as CRM, telephone, email, and internet-based tools. Your responsibilities include diagnosing technical problems, resolving issues related to installations, upgrades, and configurations, and performing basic Progress DBA tasks under guidance. This position also involves documenting solutions and contributing to the organization's knowledge base to support continuous learning and team growth. You will work closely with senior team members, leveraging their expertise to improve your skills while ensuring timely and high-quality support delivery. 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. Your willingness to adapt to these scheduling requirements is crucial for the role.

Responsibilities

Provide frontline technical support for QAD and Progress products; Assist with installations, configurations, upgrades, and troubleshooting; Diagnose and resolve basic technical issues, escalating complex cases to senior team members when required; Perform Progress DBA tasks under guidance, such as database monitoring, backups, and basic optimization; Manage incoming support requests through ticketing systems and communication channels; Resolve issues within defined Service Level Agreements (SLAs); Proactively identify patterns in incidents to suggest preventive measures; Maintain detailed and accurate documentation of troubleshooting steps, resolutions, and best practices; Contribute to the organization’s knowledge base; Communicate regularly with customers to provide updates on issue resolution progress and next steps; Explain technical concepts clearly and concisely to technical and non-technical stakeholders; Collaborate with peers, team leads, and cross-functional teams; Participate in team discussions to share knowledge and contribute to process improvements; Participate in shift rotations, weekend shifts, and on-call schedules

Requirements

Bachelor’s Degree in Information Technology, Computer Science, or a related field (equivalent experience considered); 2+ years of relevant experience in supporting enterprise products; Strong problem-solving skills and proven ability to manage high-priority cases in a fast-paced, customer-centric environment; Familiarity with debugging and troubleshooting in Unix/Linux and Windows environments; Basic knowledge of scripting (e.g., Shell) and SQL for issue diagnosis and resolution; Understanding of database management principles and system configurations; Strong analytical and problem-solving abilities; Exceptional communication skills with the ability to explain technical concepts to non-technical stakeholders; Customer-focused mindset with a commitment to delivering high-quality service

Nice to have

Hands-on experience in ERP support (installing, upgrading, and configuring ERP products like QAD, SAP, Oracle ERP, or Dynamics 365); Progress DBA knowledge (e.g., backups, monitoring)

Benefits

Amazing culture and comprehensive suite of health and wellness benefits; Opportunity to join a growing business launching into its next phase of expansion and transformation; Collaborative culture of smart and hard-working people who support one another; Programs to help strike a healthy work-life balance; Atmosphere of growth and opportunity where idea-sharing is prioritized; Compensation packages based on experience and desired skill set