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

• Identify and resolve technical challenges

• Facilitate smooth installations, upgrades, and configurations of QAD products

• Execute Progress DBA responsibilities, encompassing database optimization, backups, and troubleshooting

• Handle highly complex and escalated support cases

• Develop and sustain comprehensive documentation of issues and their resolutions

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

• Engage in shift rotations, weekend shifts, and potential on-call responsibilities

• A Bachelor’s Degree in Information Technology, Computer Science, or a related discipline. Equivalent experience will be taken into account.

• Over 3 years of relevant experience in supporting enterprise/ERP products.

• More than 4 years of experience managing at least P1 support cases, critical escalations, and high-impact situations.

• Practical experience in ERP support, including the installation, upgrading, or configuration of ERP software. (Specific QAD expertise is a plus)

• Strong analytical and problem-solving skills.

• Excellent communication abilities, capable of translating technical concepts for non-technical stakeholders.

• Customer-oriented approach with a strong dedication to delivering high-quality service.

• Flexible work arrangements

• Professional development

• Continuous learning opportunities

Support Engineer – Technical

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