[Hiring] Technical Support Engineer @QAD, Inc.

Role Description

As a Technical Support Engineer, you will be responsible for diagnosing and resolving technical issues, ensuring seamless installations, upgrades, and configurations of QAD products. You will leverage your expertise to perform Progress DBA tasks, including database optimization, backups, and troubleshooting. This role also demands strict adherence to quality standards, processes, and tools established by the company, ensuring consistent delivery of high-quality support.

• Manage highly complex and escalated cases, requiring innovative problem-solving and a deep understanding of QAD and Progress systems.
• Create and maintain detailed documentation of issues and resolutions to develop training materials and reusable solutions.
• Collaborate with team leads, peers, and cross-functional teams, including R&D and Product Management, to devise effective solutions.
• Contribute to team growth by developing and sharing training content focused on complex case resolution and technical troubleshooting.
• Participate in shift rotations, weekend shifts, and potential on-call coverage as required.
• Engage in continuous learning and regular practice of existing product knowledge.

Qualifications

• Provide comprehensive technical assistance for QAD and Progress products, including installations, configurations, upgrades, and administration tasks.
• Analyze and resolve technical issues, applying advanced troubleshooting skills and root cause analysis.
• Handle complex and escalated cases ensuring adherence to Service Level Agreements (SLAs) and maintaining high customer satisfaction.
• Perform Progress DBA tasks, including database optimization, backup/restore operations, and monitoring database performance.

Requirements

• Manage incoming support requests through established ticketing systems and communication channels.
• Escalate unresolved issues appropriately, collaborating with team leads and cross-functional departments.
• Proactively monitor incidents to identify recurring patterns and apply preventive measures.
• Ensure that support incidents are resolved in line with established Service Level Agreements.
• Maintain detailed and accurate documentation of all troubleshooting steps, resolutions, and best practices.
• Contribute to the organization's knowledge base by documenting verified solutions and technical insights.
• Develop comprehensive guides and FAQs to support customers, partners, and internal teams.
• Communicate effectively with customers and partners to provide regular updates on issue resolution progress.
• Explain technical concepts clearly to both technical and non-technical stakeholders.
• Foster trust and transparency with customers by maintaining a proactive approach.
• Work closely with team leads, peers, and cross-functional departments to resolve complex issues.
• Engage with engineering teams to facilitate effective knowledge transfer.
• Assist in developing and delivering training materials and sessions.
• Mentor junior team members, providing guidance on complex cases.
• Participate in shift rotations, weekend shifts, and on-call coverage.
• Adapt to varying scheduling requirements to ensure timely assistance for customers.

Benefits

• 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.
• Expertise in SQL, DBA general tasks, and (nice-to-have) Progress DBA.
• Strong analytical and problem-solving abilities.
• Exceptional communication skills.
• Customer-focused mindset with a strong commitment to high-quality service.