Senior Support Engineer, ERP - Remote

Overview

The Senior Support Engineer, ERP role is a cornerstone within our organization, focused on delivering exceptional technical support for QAD and Progress products. This position involves engaging directly with customers and partners to address complex technical issues and inquiries related to QAD applications and Progress databases.

In Short

• Provide comprehensive technical assistance for QAD and Progress products.
• Analyze and resolve technical issues with advanced troubleshooting skills.
• Manage complex and escalated cases ensuring high customer satisfaction.
• Perform Progress DBA tasks including database optimization and backups.
• Maintain detailed documentation of troubleshooting steps and resolutions.
• Communicate effectively with customers and partners for issue updates.
• Collaborate with cross-functional teams to resolve complex issues.
• Assist in developing training materials for team members.
• Participate in shift rotations and on-call coverage for global support.
• Engage in continuous learning to stay updated on product developments.

Requirements

• Bachelor’s Degree in Information Technology, Computer Science, or related field.
• 3-4 years of experience in supporting enterprise products.
• Hands-on experience in ERP support, including installations and configurations.
• Proficiency in debugging and troubleshooting Unix and Windows environments.
• Programming knowledge in C, C++, and Unix scripting.
• Strong analytical and problem-solving abilities.
• Exceptional communication skills for technical concepts.
• Customer-focused mindset with a commitment to high-quality service.

Benefits

• Programs to help strike a healthy work-life balance.
• Opportunity to join a growing business in its expansion phase.
• Collaborative culture with supportive colleagues.
• Atmosphere of growth and opportunity for idea-sharing.
• Compensation packages based on experience and skills.