Sr. Support Engineer, ERP

About the role

The Senior Support Engineer, ERP role is a cornerstone within our organization, focused on delivering exceptional technical support for QAD and Progress products. In this role, you will engage directly with customers and partners through various communication platforms, such as CRM, telephone, email and internet-based tools, to address complex technical issues and inquiries related to QAD applications and Progress databases.

What you'll do

• 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
• 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

What you need

• 3–4 years in it support & networking
• ERP
• Troubleshooting
• Linux
• Windows
• SAP
• Microsoft Dynamics
• B.Tech or B.E. or B.Sc or BCA

Good to have

• C++
• SQL
• C
• Root cause analysis
• Incident response
• CRM