Senior Support Engineer, Manufacturing Operations

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

📋 Description

• Provide technical support for QAD and Progress products.

• Interact with customers and partners via CRM, telephone, email, and internet-based tools.

• Analyze and resolve intricate technical issues and inquiries related to QAD applications and Progress databases.

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

• Execute Progress or other relational database administration tasks, including optimization, backups, and troubleshooting.

• Comply with company quality standards, processes, and tools.

• Handle highly complex and escalated cases.

• Create and maintain comprehensive documentation of issues and resolutions.

• Develop training materials and reusable solutions derived from documented cases.

• Share resources globally with customers, partners, and internal teams.

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

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

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

⛳️ Requirements

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

• Proficient in English at a C1 level (conversational proficiency is essential).

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

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

• 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 knowledge of SQL.

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

• Hands-on experience in ERP support is highly preferred.

• 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 performing advanced troubleshooting and database management tasks, 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 in Mexico.

• Flexible scheduling through shift rotations.

• Weekend shifts and potential on-call coverage.

• Opportunities for growth.

• Diversity, equity, and inclusion programs.

• Equal opportunity employment.