Support Engineer, Technical / Technical Support Engineer

Overview

Technical Support Engineer responsible for diagnosing and resolving technical issues for QAD and Progress products, including installations, upgrades, configurations, and Progress DBA tasks.

What you'll do

• Diagnose and resolve technical issues for QAD and Progress products.
• Ensure seamless installations, configurations, and upgrades.
• Handle complex, escalated cases using advanced troubleshooting and root-cause analysis.
• Perform Progress DBA tasks like optimization, backups/restores, and monitoring.
• Manage incoming support requests via ticketing systems and escalate as needed.
• Maintain documentation and support knowledge-base and training materials.

What you'll need

• 3+ years of relevant experience supporting enterprise/ERP products.
• 4+ years handling at least P1 support cases, critical escalations, and high-impact cases.
• Hands-on experience with ERP support, including installing, upgrading, or configuring ERP software.
• Working knowledge of Unix, Linux, and Windows Servers.
• Expertise in SQL and DBA general tasks; (nice-to-have) Progress DBA tasks.
• Ability to work with operating systems and networks in global environments and be bilingual.

Details

• Location: Guadalajara, Jal., Mexico.
• Support organization operates 24/7, requiring shift rotations, weekend shifts, and potential on-call coverage.
• Shift coverage includes potential on-call coverage.