QAD is building a world-class SaaS company, and we are growing. We are looking for talented individuals who want to join us on our mission to help solve relevant real-world problems in manufacturing and the supply chain. Backed by Summit Partners.
About the role
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.
What they're looking for
- A Bachelor’s Degree in Information Technology, Computer Science, or a related field. Equivalent experience will be considered
- 3-4 years of relevant experience in supporting enterprise products, demonstrating expertise in resolving complex technical issues, and delivering exceptional customer-focused solutions
- Strong problem-solving, analytical skills and a proven ability to manage high-priority cases in a fast-paced, customer-centric environment
- 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 of Progress or similar DB environments
More about this role
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.
As an ERP 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.
Your responsibilities extend to managing highly complex and escalated cases, requiring innovative problem-solving and a deep understanding of QAD and Progress Products. You will play a pivotal role in creating and maintaining detailed documentation of issues and resolutions, which will serve as a...
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