Technical Support Engineer

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

📋 Description

• Troubleshoot and resolve technical problems related to QAD and Progress products.

• Conduct installations, configurations, upgrades, and administrative functions.

• Execute Progress DBA responsibilities, including database optimization, backups and restores, as well as performance monitoring.

• Manage complex and escalated cases while adhering to SLAs and ensuring customer satisfaction.

• Oversee, classify, prioritize, and track incoming support incidents.

• Escalate unresolved issues and collaborate with team leads and cross-functional teams.

• Recognize recurring incident trends and implement preventive strategies.

• Record troubleshooting procedures, solutions, best practices, and verified technical resolutions.

• Create guides, FAQs, training materials, and reusable resources.

• Provide issue-resolution updates to customers and partners.

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

• Engage in team meetings and continuous improvement initiatives.

• Mentor junior team members and support training sessions.

• Participate in shift rotations, weekend shifts, and on-call duties for 24/7 global support.

⛳️ Requirements

• Candidates must reside in Mexico.

• Full work authorization is necessary; visa sponsorship is not available.

• Bilingual candidates who are comfortable in global settings are preferred.

• A Bachelor's Degree in Information Technology, Computer Science, or a related field is required; equivalent experience will be considered.

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

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

• Hands-on experience in ERP support, including installation, upgrading, or configuring ERP software.

• Proficiency with Unix, Linux, and Windows Servers.

• Strong knowledge of SQL and general DBA responsibilities.

• Familiarity with SaaS solutions or cloud-based integrations.

• Excellent analytical and problem-solving skills.

• Superior communication abilities for conveying technical concepts to non-technical audiences.

• A customer-centric approach with a dedication to delivering high-quality service.

🏝️ Benefits

• Option for remote work from a home office.

• Opportunities for professional growth.

• Ongoing learning and regular product knowledge enhancement.

• Training and development opportunities available.

• Participation in the QAD DEI program and an inclusive work environment.