Senior Support Engineer (ERP)

Role Overview: As a Senior Support Engineer, ERP at QAD, you will play a crucial role in delivering exceptional technical support for QAD and Progress products. Your main responsibilities will include diagnosing and resolving technical issues, ensuring seamless installations, upgrades, and configurations of QAD products, and performing Progress DBA tasks. Additionally, you will engage with customers and partners through various communication platforms to address complex technical issues and inquiries related to QAD applications and Progress databases. Key Responsibilities: - Provide comprehensive technical assistance for QAD and Progress products, including installations, configurations, upgrades, and administration tasks. - Analyze and resolve technical issues, applying advanced troubleshooting skills and root cause analysis to deliver effective and timely resolutions. - Handle complex and escalated cases requiring innovative problem-solving and maintain high customer satisfaction. - Perform Progress DBA tasks, including database optimization, backup/restore operations, and monitoring database performance to prevent disruptions. - Manage incoming support requests through established ticketing systems and communication channels, ensuring accurate categorization and prioritization of issues. - Escalate unresolved issues appropriately, collaborating with team leads and cross-functional departments to ensure timely resolutions. - Maintain detailed and accurate documentation of all troubleshooting steps, resolutions, and best practices for every case handled. - Contribute to the organization's knowledge base by documenting verified solutions, technical insights, and reusable resources. - Communicate effectively with customers and partners to provide regular updates on issue resolution progress. - Work closely with team leads, peers, and cross-functional departments to resolve complex issues and facilitate effective knowledge transfer. Qualifications Required: - Education: A Bachelor's Degree in Information Technology, Computer Science, or a related field. Equivalent experience will be considered. - Experience: 3 - 4 years of relevant experience in supporting enterprise products, demonstrating expertise in resolving complex technical issues, and delivering exceptional customer-focused solutions. Hands-on experience in ERP support is highly preferred. - Technical Skills: Proficiency in debugging and troubleshooting Unix, Windows, internet, and network environments. Programming knowledge in C, C++, Unix scripting, and Progress for issue resolution. Strong Linux skills and basic SQL knowledge for database queries and troubleshooting. Experience with QAD product installation, configuration, and administration. (Note: Any additional details of the company mentioned in the job description have been omitted in this summary),