Senior Support Engineer, Manufacturing Operations

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

📋 Description

• Provide technical assistance for QAD and Progress products.

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

• Identify and resolve intricate technical problems and inquiries related to QAD applications and Progress databases.

• Conduct installations, upgrades, and configurations of QAD products.

• Execute Progress or other relational database administration duties, which include optimization, backups, and troubleshooting.

• Comply with the company's quality standards, processes, and tools.

• Handle highly complex and escalated cases.

• Create and maintain comprehensive documentation of issues and their resolutions.

• Develop reusable solutions and training materials based on documented cases.

• Disseminate actionable technical knowledge globally with customers, partners, and internal teams.

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

• Create and share training content focused on resolving complex cases and technical troubleshooting.

• Participate in 24/7 support coverage, including shift rotations, weekend shifts, and potential on-call responsibilities.

⛳️ Requirements

• Over 4 years of relevant experience in supporting enterprise products.

• Proficient in English at a C1 level; conversational English is necessary.

• Strong problem-solving abilities and capacity to manage high-priority cases in a fast-paced, customer-focused environment.

• Expertise in debugging and troubleshooting Unix, Windows, internet, and network environments.

• Programming knowledge in C, C++, Unix scripting, and Progress.

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

• Strong Linux skills and SQL knowledge for database queries and troubleshooting.

• Experience with installation, configuration, and administration of QAD products.

• Preferred hands-on ERP support experience.

• Familiarity with installing, upgrading, and configuring ERP systems such as QAD, SAP, Oracle ERP, or Dynamics 365.

• Experience in troubleshooting system-level issues, including 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.

• Must be eligible to work in Mexico.

• Visa sponsorship is not available.

🏝️ Benefits

• Fully remote work opportunity in Mexico.

• Flexible scheduling through shift rotations.

• Weekend shifts and potential on-call coverage as needed.

• Opportunities for professional growth.

• Diversity, equity, and inclusion initiatives.

• Equal opportunity employment.