Sr. Support Engineer, ERP

Overview

Senior Support Engineer, ERP provides technical support for QAD and Progress products, helping customers and partners resolve complex ERP and database issues.

What you'll do

• Diagnose and resolve technical issues for QAD products, including installations, configurations, and upgrades.
• Handle complex and escalated support cases while adhering to SLAs.
• Perform Progress DBA tasks such as database optimization, backup/restore, and performance monitoring.
• Manage incoming support requests via ticketing systems and escalate unresolved issues appropriately.
• Maintain detailed documentation and contribute to a knowledge base of verified solutions.
• Communicate issue progress clearly to customers and partners.
• Participate in shift rotations, weekend shifts, and potential on-call coverage for 24/7 support.

What you'll need

• 3-4 years of relevant experience supporting enterprise products.
• Hands-on ERP support experience, including installing, upgrading, and configuring ERP systems (e.g., QAD, SAP, Oracle ERP, Dynamics 365).
• Proficiency debugging and troubleshooting Unix, Windows, internet, and network environments.
• Programming knowledge including C, C++, Unix scripting, and Progress.
• Strong Linux skills and basic SQL knowledge for database queries and troubleshooting.
• Strong analytical and problem-solving abilities for high-priority cases.

Details

• Location: Pune, India.