Support Engineer, Technical

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 position requires candidates to be based in Mexico; you can work remotely from your Home office. 

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.

Your responsibilities extend to managing highly complex and escalated cases, requiring innovative problem-solving and a deep understanding of QAD and Progress systems. 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. These resources will be shared globally to empower customers, partners, and internal teams with actionable knowledge.

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. Your willingness to adapt to these scheduling requirements is crucial for the role.

In a structured team environment, you will be encouraged to engage in continuous learning and regular practice of existing product knowledge. This is necessary to stay prepared for any new challenges that might arise. As a Technial Support Engineer, you have a unique opportunity to grow professionally while significantly contributing to the success of our clients and the organization.

Technical Support and Troubleshooting

• 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 to deliver effective and timely resolutions.

• Handle complex and escalated cases that require innovative problem-solving, 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 to prevent disruptions.

Incident Handling

• Manage incoming support requests through established ticketing systems and communication channels, ensuring accurate categorization and prioritization of issues.

• Escalate unresolved issues appropriately, collaborating with team leads and cross-functional departments to ensure timely resolutions.

• Proactively monitor incidents to identify recurring patterns, applying preventive measures to reduce repeat occurrences.

• Ensure that support incidents are resolved in line with established Service Level Agreements.

Documentation and Knowledge Sharing

• Maintain detailed and accurate documentation of all troubleshooting steps, resolutions, and best practices for every case handled.

• Contribute to the organization's knowledge base by documenting verified solutions, technical insights, and reusable resources.

• Develop comprehensive guides and FAQs to support customers, partners, and internal teams, ensuring quick access to relevant information.

Customer Engagement and Communication

• Communicate effectively with customers and partners to provide regular updates on issue resolution progress.

• Explain technical concepts in a clear and concise manner, ensuring that both technical and non-technical stakeholders understand the issue and the resolution.

• Foster trust and transparency with customers by maintaining a proactive approach and ensuring their concerns are addressed promptly.

Collaboration and Teamwork

• Work closely with team leads, peers, and cross-functional departments, such as R&D and Product Management, to resolve complex issues.

• Engage with engineering teams to facilitate effective knowledge transfer and gain insights into product updates that may impact support processes.

• Actively participate in team meetings to share knowledge, discuss challenges, and contribute to continuous improvement initiatives.

Training and Development

• Assist in developing and delivering training materials and sessions to enhance the skills and technical knowledge of team members.

• Mentor junior team members, providing guidance on complex cases and fostering a collaborative and growth-oriented team environment.

• Stay updated on the latest developments in QAD and Progress products, engaging in continuous learning to improve personal expertise.

Shift Coverage and Flexibility

• Participate in shift rotations, weekend shifts, and on-call coverage to provide uninterrupted global support.

• Adapt to varying scheduling requirements to ensure timely assistance for customers in different time zones.

Education

• A Bachelor’s Degree in Information Technology, Computer Science, or a related field. Equivalent experience will be considered.

Experience

• 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) 

Technical Skills

• Operating Systems & Networks: Unix, Linux, Windows Servers.

• Databases: Expertise in SQL, DBA general tasks, and (nice-to-have) Progress DBA (optimization, backup/restore, monitoring). 

• Programming/Scripting: Nice-to-have: Progress 4GL, Unix scripting.

• (Nice to have) Product/Cloud Knowledge: Should have knowledge of working with SaaS solutions, or cloud-based integrations. Experience with QAD product administration (Ideally). 

Soft Skills

• 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.

About QAD:

QAD | Redzone is redefining manufacturing and supply chains through its intelligent, adaptive platform that connects people, processes, and data into a single System of Action. With three core pillars — Redzone (frontline empowerment), Adaptive Applications (the intelligent backbone), and Champion AI (Agentic AI for manufacturing) — QAD | Redzone helps manufacturers operate with Champion Pace, achieving measurable productivity, resilience, and growth in just 90 days.

QAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background. QAD’s DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work.

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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