Sr. Support Engineer, Erp

Company Description QAD is building a world-class SaaS company and we are growing We are looking for talented individuals who want to join us on our mission to help solve relevant real-world problems in manufacturing and the supply chain This hybrid position requires candidates to be based in Pune with 3-4 days of in-office collaboration per week 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 As an ERP Support Engineer you will be responsible for diagnosing and resolving technical issues ensuring seamless installations upgrades and configurations of QAD products You will leverage your expertise to perform Progress DBA tasks including database optimization backups and troubleshooting This role also demands strict adherence to quality standards processes and tools established by the company ensuring consistent delivery of high-quality support Your responsibilities extend to managing highly complex and escalated cases requiring innovative problem-solving and a deep understanding of QAD and Progress Products You will play a pivotal role in creating and maintaining detailed documentation of issues and resolutions which will serve as a foundation for developing training materials and reusable solutions These resources will be shared globally to empower customers partners and internal teams with actionable knowledge Collaboration is a key component of this role as you will work closely with team leads peers and cross-functional teams including R D and Product Management to devise effective solutions and uphold superior support standards Additionally you will contribute to team growth by developing and sharing training content focusing on complex case resolution and technical troubleshooting Given that our support organization operates 24 7 this position demands a flexible approach to scheduling You will be expected to participate in shift rotations along with weekend shifts and potential on-call coverage as required These elements are vital to providing continuous support to our global customer base Your willingness to adapt to these scheduling requirements is crucial for the role In a structured team environment you will be encouraged to engage in continuous learning and regular practice of existing product knowledge This is necessary to stay prepared for any new challenges that might arise As a Sr Functional Analyst you have a unique opportunity to grow professionally while significantly contributing to the success of our clients and the organization Qualifications A Bachelor s Degree in Information Technology Computer Science or a related field Equivalent experience will be considered Experience 3-4 years of relevant experience in supporting enterprise products demonstrating expertise in resolving complex technical issues and delivering exceptional customer-focused solutions Strong problem-solving analytical skills and a proven ability to manage high-priority cases in a fast-paced customer-centric environment Hands-on experience in ERP support is highly preferred including Installing upgrading and configuring ERP systems such as QAD SAP Oracle ERP or Dynamics 365 Troubleshooting and resolving system-level issues including performance optimization and configuration challenges Performing advanced troubleshooting and database management tasks including backups restores and optimization of Progress or similar DB environments Technical Skills 3 - 4 years of hands-on experience with Linux administration Familiarity with database systems and basic SQL for queries and troubleshooting Experience with QAD product installation configuration and administration Expertise in Progress DBA tasks including database optimization backup restore and performance monitoring Proficiency in debugging and troubleshooting across Unix Windows internet and network environments Programming and scripting skills in Unix shell scripting Java C C and Progress Experience with virtualization technologies such as VMware or KVM Web hosting experience particularly with Apache QAD PKS or other relevant industry certifications are a plus Ability to ramp up quickly work effectively in a fast-paced environment and deliver excellent communication and customer service Soft Skills Strong analytical and problem-solving abilities Exceptional communication skills with the ability to explain technical concepts to non-technical stakeholders Customer-focused mindset with a commitment to delivering high-quality service Additional Information Your health and well being are important to us at QAD We provide programs that help you strike a healthy work-life balance Opportunity to join a growing business launching into its next phase of expansion and transformation Collaborative culture of smart and hard-working people who support one another to get the job done An atmosphere of growth and opportunity where idea-sharing is always prioritized over level or hierarchy Compensation packages based on experience and desired skill set About QAD QAD Inc is a leading provider of adaptive cloud-based enterprise software and services for global manufacturing companies Global manufacturers face ever-increasing disruption caused by technology-driven innovation and changing consumer preferences In order to survive and thrive manufacturers must be able to innovate and change business models at unprecedented rates of speed QAD calls these companies Adaptive Manufacturing Enterprises QAD solutions help customers in the automotive life sciences packaging consumer products food and beverage high tech and industrial manufacturing industries rapidly adapt to change and innovate for competitive advantage QAD is committed to ensuring that every employee feels they work in an environment that values their contributions respects their unique perspectives and provides opportunities for growth regardless of background QAD s DEI program is driving higher levels of diversity equity and inclusion so that employees can bring their whole self to work We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race color sex age national origin religion sexual orientation gender identity status as a veteran and basis of disability or any other federal state or local protected class