Support Engineer

Overview

The ERP Support Engineer provides frontline technical support for QAD and Progress products, handling customer-reported issues through troubleshooting, resolution, and escalation.

What you'll do

• Provide technical support for QAD and Progress products, including troubleshooting related to installations, upgrades, and configurations.
• Diagnose and resolve basic technical issues, escalating complex cases to senior team members.
• Perform basic Progress DBA tasks under guidance (e.g., database monitoring and backups).
• Manage support requests via ticketing systems and communication channels, with categorization and prioritization.
• Resolve incidents within defined SLAs and escalate unresolved incidents appropriately.
• Maintain documentation and contribute verified solutions to the organization’s knowledge base.
• Participate in shift rotations, weekend shifts, and potential on-call coverage for 24/7 support.

What you'll need

• 2+ years of relevant experience supporting enterprise products focused on troubleshooting and resolving customer-reported issues.
• Education: Bachelor’s Degree in IT, Computer Science, or a related field (equivalent experience considered).
• Hands-on ERP support experience is preferred, including installing, upgrading, and configuring ERP products.
• Familiarity with debugging/troubleshooting in Unix/Linux and Windows environments.
• Basic knowledge of scripting (Shell) and SQL for issue diagnosis and resolution.
• Progress DBA knowledge (e.g., backups and monitoring) is advantageous but not mandatory.
• Strong analytical/problem-solving and communication skills for technical and non-technical stakeholders.

Details

• Location: Pune, MH, India
• Work schedule flexibility includes shift rotations, weekend shifts, and potential on-call coverage.