Support Engineer

Technical Support and Troubleshooting

• 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.

Incident Handling

• 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.

Documentation and Knowledge Sharing

• 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.
• Develop simple guides or FAQs to empower customers and internal teams with quick access to relevant information.

Customer Engagement and Communication

• 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.

Collaboration and Teamwork

• 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.

Shift Coverage and Flexibility

• Participate in shift rotations, weekend shifts, and on-call schedules to provide uninterrupted global support.
• Adapt to varying scheduling requirements to ensure timely assistance for customers across different time zones.

Education

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

Experience

• 2+ years of relevant experience in supporting enterprise products, focusing on troubleshooting and resolving customer-reported issues.
• Strong problem-solving 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 products like QAD, SAP, Oracle ERP, or Dynamics 365.
• Basic troubleshooting and resolving system-level issues related to performance and configuration.
• Progress DBA knowledge (e.g., backups, monitoring) is advantageous but not mandatory.

Technical Skills

• Familiarity with debugging and troubleshooting in Unix/Linux and Windows environments.
• Basic knowledge of scripting (e.g., Shell) and SQL for issue diagnosis and resolution.
• Understanding of database management principles and system configurations.

Soft Skills

• Strong analytical and problem-solving abilities.
• Exceptional communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Customer-focused mindset with a commitment to delivering high-quality service.