Support Engineer, Technical

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Support Engineer, TechnicalFull-timeTime Type: Full TimeDepartment: SupportLocation: Mexico - Adjunct OfficeCompany DescriptionQAD 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. Job DescriptionAs 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.QualificationsTechnical Support and TroubleshootingProvide 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 HandlingManage 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 SharingMaintain detailed and accurate documentation of all troubleshooting steps, resolutions, and...