Sr. Support Engineer, ERP

As a Senior Support Engineer, ERP at QAD, you will play a critical role in delivering exceptional technical support for QAD and Progress products. Your primary responsibility will be to engage with customers and partners through various communication platforms to address complex technical issues related to QAD applications and Progress databases. You will diagnose and resolve technical issues, ensuring seamless installations, upgrades, and configurations of QAD products. Additionally, you will perform Progress DBA tasks, including database optimization, backups, and troubleshooting, while strictly adhering to quality standards and processes established by the company. In this role, you will manage highly complex and escalated cases, requiring innovative problem-solving skills and a deep understanding of QAD and Progress systems. Your contribution to creating and maintaining detailed documentation of issues and resolutions will serve as a foundation for developing training materials and reusable solutions that empower customers, partners, and internal teams with actionable knowledge. Collaboration with team leads, peers, and cross-functional teams, including R&D and Product Management, will be a key component of your responsibilities to devise effective solutions and uphold superior support standards. Given the 24/7 operational nature of the support organization, flexibility in scheduling is essential. You will be expected to participate in shift rotations, weekend shifts, and potential on-call coverage to ensure continuous support to QAD's global customer base. Your commitment to adapting to these scheduling requirements is crucial for the success of this role. As a Senior Support Engineer, ERP, you will provide comprehensive technical assistance for QAD and Progress products, including installations, configurations, upgrades, and administration tasks. You will handle complex and escalated cases, apply advanced troubleshooting skills and root cause analysis, and ensure high customer satisfaction by resolving technical issues effectively and in a timely manner. Your role will also involve incident handling, documentation, knowledge sharing, customer engagement, collaboration with cross-functional teams, training and development, and flexibility in shift coverage to provide uninterrupted global support. To qualify for this role, you should possess a Bachelor's Degree in Information Technology, Computer Science, or a related field, along with 3-4 years of relevant experience supporting enterprise products. Strong problem-solving skills, hands-on experience in ERP support, proficiency in debugging and troubleshooting Unix, Windows, internet, and network environments, as well as programming knowledge in C, C++, Unix scripting, and Progress are highly desirable. Additionally, soft skills such as analytical abilities, exceptional communication skills, and a customer-focused mindset are essential for success in this position. At QAD, we are committed to providing a supportive and inclusive work environment where every employee's contributions are valued, unique perspectives are respected, and growth opportunities are available regardless of background. Join us in our mission to help global manufacturing companies innovate and thrive in an ever-changing business landscape.,