Support Engineer – Technical
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Job Description
Technical Support Engineer managing technical issues and ensuring installations of QAD products. Collaborating with teams and adhering to support standards while providing 24/7 customer assistance.
Responsibilities:
- Diagnose and resolve technical issues
- Ensure seamless installations, upgrades, and configurations of QAD products
- Perform Progress DBA tasks, including database optimization, backups, and troubleshooting
- Manage highly complex and escalated cases
- Create and maintain detailed documentation of issues and resolutions
- Collaborate with team leads, peers, and cross-functional teams, including R&D and Product Management
- Participate in shift rotations, weekend shifts, and potential on-call coverage
Requirements:
- A Bachelor’s Degree in Information Technology, Computer Science, or a related field. Equivalent experience will be considered.
- 3+ years of relevant experience in supporting enterprise/ERP products.
- 4+ years of experience handling at least P1 support cases, critical escalations, and high-impact cases.
- Hands-on experience in ERP support, including installing, upgrading, or configuring ERP software. (Nice to have specific QAD expertise)
- Strong analytical and problem-solving abilities.
- Exceptional communication skills, with the ability to bridge technical concepts for non-technical stakeholders.
- Customer-focused mindset with a strong commitment to high-quality service.
Benefits:
- Flexible work arrangements
- Professional development
- Continuous learning opportunities
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