Responsibilities
- Engage directly with customers and partners through CRM, telephone, email, and internet-based tools to address complex technical issues and inquiries related to QAD applications and Progress databases.
- Diagnose and resolve technical issues, ensuring seamless installations, upgrades, and configurations of QAD products.
- Perform Progress DBA tasks, including database optimization, backups, and troubleshooting.
- Adhere to quality standards, processes, and tools established by the company to ensure consistent delivery of high-quality support.
- Manage highly complex and escalated cases requiring innovative problem-solving and deep understanding of QAD and Progress products.
- Create and maintain detailed documentation of issues and resolutions.
- Develop training materials and reusable solutions based on documented resolutions.
- Share knowledge globally with customers, partners, and internal teams.
- Collaborate with team leads, peers, and cross-functional teams including R&D and Product Management to devise effective solutions.
- Contribute to team growth by developing and sharing training content focused on complex case resolution and technical troubleshooting.
- Participate in shift rotations, weekend shifts, and potential on-call coverage as required.
- Engage in continuous learning and regular practice of existing product knowledge.
Requirements
- Proven experience in delivering technical support for ERP systems.
- Strong technical expertise in QAD applications and Progress databases.
- Ability to diagnose and resolve complex technical issues.
- Experience with installations, upgrades, and configurations of software products.
- Proficiency in Progress DBA tasks including database optimization, backups, and troubleshooting.
- Demonstrated ability to manage highly complex and escalated technical cases.
- Strong documentation skills with ability to create clear issue and resolution records.
- Effective communication skills across telephone, email, and internet-based tools.
- Willingness to adapt to flexible scheduling including shift rotations, weekend work, and on-call coverage.
- Commitment to adhering to company quality standards, processes, and tools.
Nice to Have
- Experience collaborating with R&D and Product Management teams.
- Track record of developing and sharing training content within a technical team.
- Proven engagement in continuous learning and knowledge retention in technical environments.
Benefits
- 24/7 support environment offering continuous professional development opportunities.
- Global knowledge-sharing platform enabling impact across customers, partners, and internal teams.
Work Arrangement
Remote (Worldwide)
Additional Information
- Flexible scheduling required due to 24/7 support operations.
- Shift rotations including weekend shifts are part of the role.
- Potential on-call coverage may be required.
- Continuous learning and regular practice of product knowledge expected.
- Collaboration with cross-functional teams including R&D and Product Management.
