Responsibilities
- Provide comprehensive technical assistance for QAD and Progress products, including installations, configurations, upgrades, and administration tasks.
- Analyze and resolve technical issues, applying advanced troubleshooting skills and root cause analysis to deliver effective and timely resolutions.
- Handle complex and escalated cases that require innovative problem-solving, ensuring adherence to Service Level Agreements (SLAs) and maintaining high customer satisfaction.
- Perform Progress DBA tasks, including database optimization, backup/restore operations, and monitoring database performance to prevent disruptions.
- Manage incoming support requests through established ticketing systems and communication channels, ensuring accurate categorization and prioritization of issues.
- Escalate unresolved issues appropriately, collaborating with team leads and cross-functional departments to ensure timely resolutions.
- Proactively monitor incidents to identify recurring patterns, applying preventive measures to reduce repeat occurrences.
- Ensure that support incidents are resolved in line with established Service Level Agreements.
- Maintain detailed and accurate documentation of all troubleshooting steps, resolutions, and best practices for every case handled.
- Contribute to the organization's knowledge base by documenting verified solutions, technical insights, and reusable resources.
- Develop comprehensive guides and FAQs to support customers, partners, and internal teams, ensuring quick access to relevant information.
- Communicate effectively with customers and partners to provide regular updates on issue resolution progress.
- Explain technical concepts in a clear and concise manner, ensuring that both technical and non-technical stakeholders understand the issue and the resolution.
- Foster trust and transparency with customers by maintaining a proactive approach and ensuring their concerns are addressed promptly.
- Work closely with team leads, peers, and cross-functional departments, such as R&D and Product Management, to resolve complex issues.
- Engage with engineering teams to facilitate effective knowledge transfer and gain insights into product updates that may impact support processes.
- Actively participate in team meetings to share knowledge, discuss challenges, and contribute to continuous improvement initiatives.
- Assist in developing and delivering training materials and sessions to enhance the skills and technical knowledge of team members.
- Mentor junior team members, providing guidance on complex cases and fostering a collaborative and growth-oriented team environment.
- Stay updated on the latest developments in QAD and Progress products, engaging in continuous learning to improve personal expertise.
- Participate in shift rotations, weekend shifts, and on-call coverage to provide uninterrupted global support.
- Adapt to varying scheduling requirements to ensure timely assistance for customers in different time zones.
Requirements
- A Bachelor’s Degree in Information Technology, Computer Science, or a related field. Equivalent experience will be considered.
- 3+ years of relevant experience in supporting enterprise/ERP products.
- 4+ years of experience handling at least P1 support cases, critical escalations, and high-impact cases.
- Unix, Linux, Windows Servers.
- Expertise in SQL, DBA general tasks.
- Strong analytical and problem-solving abilities.
- Exceptional communication skills, with the ability to bridge technical concepts for non-technical stakeholders.
- Customer-focused mindset with a strong commitment to high-quality service.
Nice to Have
- Hands-on experience in ERP support, including installing, upgrading, or configuring ERP software. (Nice to have specific QAD expertise)
- Progress DBA (optimization, backup/restore, monitoring).
- Progress 4GL, Unix scripting.
- Should have knowledge of working with SaaS solutions, or cloud-based integrations. Experience with QAD product administration (Ideally).
Additional Information
- Participate in shift rotations, weekend shifts, and on-call coverage to provide uninterrupted global support.
- Adapt to varying scheduling requirements to ensure timely assistance for customers in different time zones.
