Senior Support Engineer, ERP

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide technical assistance for QAD and Progress products

• Interact directly with customers and partners via CRM, phone, email, and online tools

• Identify and resolve intricate technical challenges associated with QAD applications and Progress databases

• Conduct installations, upgrades, and configurations of QAD products

• Undertake Progress DBA responsibilities, including database optimization, backups, and troubleshooting

• Handle highly complex and escalated cases

• Generate and maintain comprehensive documentation of issues and their resolutions

• Create reusable solutions and training materials for global dissemination

• Collaborate with team leaders, colleagues, R&D, and Product Management

• Develop and distribute training resources focused on complex case resolution and technical troubleshooting

• Participate in shift rotations, weekend shifts, and potential on-call support to assist global customers 24/7

⛳️ Requirements

• 3-4 years of pertinent experience in supporting enterprise products

• Strong analytical skills and capability to manage high-priority cases in a dynamic, customer-focused environment

• Proficient in debugging and troubleshooting Unix, Windows, internet, and network systems

• Knowledge of programming in C, C++, Unix scripting, and Progress

• Expertise in Progress DBA tasks, including database optimization, backup/restore, and performance monitoring

• Strong skills in Linux and basic understanding of SQL

• Experience in installing, configuring, and administering QAD products

• Practical ERP support experience, including QAD, SAP, Oracle ERP, or Dynamics 365

• Experience in installing, upgrading, and configuring ERP systems

• Background in troubleshooting system-level issues, performance optimization, and configuration challenges

• Experience in advanced troubleshooting and database management, including backups, restores, and optimization

• QAD PKS or other relevant industry certifications are advantageous

• Willingness to learn

• Strong time management skills

• Ability to multitask

• Readiness to engage in shift rotations, weekend shifts, and possible on-call support

🏝️ Benefits

• Fully remote position based in Mexico

• Flexible scheduling options

• Opportunities for professional growth

• Development of training content and opportunities for knowledge sharing

• Equal opportunity workplace dedicated to diversity, equity, and inclusion