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Urgent! Technical Support Engineer, Remote Job Opening In Ciudad Juárez – Now Hiring QAD

Technical Support Engineer, Remote



Job description

Company Description

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.

This is a fully remote role in Mexico.

Shift starts at 10.30 am with weekend rotation schedule

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.

You will play a pivotal role in creating and maintaining detailed documentation of issues and resolutions, which will serve as a foundation for developing training materials and reusable solutions.

Collaboration is a key component of this role, as you will work closely with team leads, peers, and cross-functional teams, including R&D and Product Management, to devise effective solutions and uphold superior support standards.

Additionally, you will contribute to team growth by developing and sharing training content, focusing on complex case resolution and technical troubleshooting.

Given that our support organization operates 24/7, this position demands a flexible approach to scheduling.

You will be expected to participate in shift rotations, along with weekend shifts and potential on-call coverage as required.

These elements are vital to providing continuous support to our global customer base.

3-4 years of relevant experience in supporting enterprise products, demonstrating expertise in resolving complex technical issues, and delivering exceptional customer-focused solutions.

~ Proficiency in debugging and troubleshooting Unix, Windows, internet, and network environments.

~ Programming knowledge in C, C++, Unix scripting, and Progress for issue resolution.

~ 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.

~ Hands-on experience in ERP support is highly preferred, including: ~ 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

QAD Inc.

is a leading provider of adaptive, cloud-based enterprise software and services for global manufacturing companies.

Global manufacturers face ever-increasing disruption caused by technology-driven innovation and changing consumer preferences.

QAD calls these companies Adaptive Manufacturing Enterprises.

QAD solutions help customers in the automotive, life sciences, packaging, consumer products, food and beverage, high tech and industrial manufacturing industries rapidly adapt to change and innovate for competitive advantage.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.


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