Support Engineer, Technical

As a Technical 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

Diagnosing and resolving technical issues; 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 including R&D and Product Management; developing and sharing training content; participating in shift rotations, weekend shifts, and on-call coverage

Requirements

Bachelor’s Degree in Information Technology, Computer Science, or a related field or equivalent experience; 3+ years of relevant experience in supporting enterprise/ERP products; 4+ years of experience handling at least P1 support cases, critical escalations, and high-impact cases; Hands-on experience in ERP support, including installing, upgrading, or configuring ERP software; Expertise in SQL and general DBA tasks; Knowledge of Unix, Linux, Windows Servers; Strong analytical and problem-solving abilities; Exceptional communication skills; Customer-focused mindset with strong commitment to high-quality service

Nice to have

QAD expertise; Progress DBA (optimization, backup/restore, monitoring); Progress 4GL; Unix scripting; Knowledge of working with SaaS solutions or cloud-based integrations; Experience with QAD product administration

Benefits

Remote work from home office