Sr. Support Engineer, ERP

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Skills you'll use

What you'll do

• Technical Support and Troubleshooting:
• Provide comprehensive technical assistance for QAD 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.

Who can apply

• 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.

About QAD, Inc.

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