Sr. Support Engineer, ERP

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Sr. Support Engineer, ERPFull-timeTime Type: Full TimeDepartment: SupportLocation: India - Pune - Adjunct 0fficeCompany 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 hybrid position requires candidates to be based in Pune with 3-4 days of in-office collaboration per week.Job DescriptionThe 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.Your responsibilities extend to managing highly complex and escalated cases, requiring innovative problem-solving and a deep understanding of QAD and Progress Products. 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 Sr. Functional Analyst, you have a unique opportunity to grow professionally while significantly contributing to the success of our clients and the organizationQualificationsA Bachelor’s Degree in Information Technology, Computer Science, or a related field. Equivalent experience will be considered.Experience:3-4 years of relevant experience in supporting enterprise products, demonstrating expertise in resolving complex technical issues, and delivering exceptional customer-focused solutions.Strong problem-solving, analytical skills and a proven ability to manage high-priority cases in a fast-paced, customer-centric environment.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 of Progress or...