[Hiring] Senior Support Engineer, ERP @QAD, Inc.

Role Description

This is a fully remote role in Mexico.

The Senior Support Engineer, ERP role is a cornerstone within our organization, focused on delivering exceptional technical support for QAD and Progress products. In this role, you will engage directly with customers and partners through various communication platforms, such as CRM, telephone, email, and internet-based tools, to address complex technical issues and inquiries related to QAD applications and Progress databases.

• Diagnosing and resolving technical issues.
• Ensuring seamless installations, upgrades, and configurations of QAD products.
• Performing Progress DBA tasks, including database optimization, backups, and troubleshooting.
• Adhering to quality standards, processes, and tools established by the company.
• Managing highly complex and escalated cases.
• Creating and maintaining detailed documentation of issues and resolutions.
• Collaborating with team leads, peers, and cross-functional teams, including R&D and Product Management.
• Contributing to team growth by developing and sharing training content.
• Participating in shift rotations, weekend shifts, and potential on-call coverage as required.

Qualifications

• 3-4 years of relevant experience in supporting enterprise products.
• Strong problem-solving skills and ability to manage high-priority cases.
• Proficiency in debugging and troubleshooting Unix, Windows, internet, and network environments.
• Programming knowledge in C, C++, Unix scripting, and Progress.
• Expertise in Progress DBA tasks, including database optimization, backup/restore, and performance monitoring.
• Strong Linux skills and basic SQL knowledge for database queries and troubleshooting.
• Experience with QAD product installation, configuration, and administration.
• QAD PKS or other relevant industry certifications are a plus.
• Hands-on experience in ERP support is highly preferred.
• Soft skills: Eager to learn, time management, multitasking capabilities.

Requirements

• Installing, upgrading, and configuring ERP systems such as QAD, SAP, Oracle ERP, or Dynamics 365.
• Troubleshooting and resolving system-level issues, including performance optimization and configuration challenges.
• Performing advanced troubleshooting and database management tasks, including backups, restores, and optimization.

Benefits

• Competitive salary range: MXN 600,000 - MXN 730,000 yearly.