Support Engineer

About this role

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Skills you'll use

What you'll do

• Provide frontline technical support for QAD and Progress products, assisting with installations, configurations, upgrades, and troubleshooting.
• Diagnose and resolve basic technical issues, escalating complex cases to senior team members when required.
• Perform Progress DBA tasks under guidance, such as database monitoring, backups, and basic optimization.
• Manage incoming support requests through ticketing systems and communication channels, ensuring accurate categorization and prioritization.
• Resolve issues within defined Service Level Agreements (SLAs), escalating unresolved incidents appropriately.
• Proactively identify patterns in incidents to suggest preventive measures and reduce repeat occurrences.
• Maintain detailed and accurate documentation of troubleshooting steps, resolutions, and best practices for handled cases.
• Contribute to the organization’s knowledge base by documenting verified solutions and reusable resources.

Who can apply

• Develop simple guides or FAQs to empower customers and internal teams with quick access to relevant information.
• Communicate regularly with customers to provide updates on issue resolution progress and next steps.
• Explain technical concepts clearly and concisely to ensure understanding by both technical and non-technical stakeholders.
• Foster trust and transparency with customers by demonstrating a proactive approach to addressing their concerns.
• Work closely with peers, team leads, and cross-functional teams, such as R&D and Product Management, to address escalated issues.
• Participate in team discussions to share knowledge, discuss challenges, and contribute to process improvements.
• Leverage expertise from senior team members and collaborate to ensure effective resolution of complex cases.
• Participate in shift rotations, weekend shifts, and on-call schedules to provide uninterrupted global support.

About QAD, Inc.

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