Support Engineer

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 Only candidates based in Pune or willing to relocate will be considered as our operations are strictly limited to this location The ERP Support Engineer plays a key role in delivering technical support for QAD and Progress products This role focuses on providing effective solutions for customer-reported issues managing technical inquiries and ensuring seamless system operation through troubleshooting and resolution efforts As a Support Engineer you will engage with customers and partners via communication platforms such as CRM telephone email and internet-based tools Your responsibilities include diagnosing technical problems resolving issues related to installations upgrades and configurations and performing basic Progress DBA tasks under guidance This position also involves documenting solutions and contributing to the organization s knowledge base to support continuous learning and team growth You will work closely with senior team members leveraging their expertise to improve your skills while ensuring timely and high-quality support delivery 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 Technical Support and Troubleshooting Provide frontline technical support for QAD and Progress products assisting with installations configurations upgrades and troubleshooting Diagnose and resolve basic technical issues escalating complex cases to senior team members when required Perform Progress DBA tasks under guidance such as database monitoring backups and basic optimization Incident Handling Manage incoming support requests through ticketing systems and communication channels ensuring accurate categorization and prioritization Resolve issues within defined Service Level Agreements SLAs escalating unresolved incidents appropriately Proactively identify patterns in incidents to suggest preventive measures and reduce repeat occurrences Documentation and Knowledge Sharing Maintain detailed and accurate documentation of troubleshooting steps resolutions and best practices for handled cases Contribute to the organization s knowledge base by documenting verified solutions and reusable resources Develop simple guides or FAQs to empower customers and internal teams with quick access to relevant information Customer Engagement and Communication Communicate regularly with customers to provide updates on issue resolution progress and next steps Explain technical concepts clearly and concisely to ensure understanding by both technical and non-technical stakeholders Foster trust and transparency with customers by demonstrating a proactive approach to addressing their concerns Collaboration and Teamwork Work closely with peers team leads and cross-functional teams such as R D and Product Management to address escalated issues Participate in team discussions to share knowledge discuss challenges and contribute to process improvements Leverage expertise from senior team members and collaborate to ensure effective resolution of complex cases Shift Coverage and Flexibility Participate in shift rotations weekend shifts and on-call schedules to provide uninterrupted global support Adapt to varying scheduling requirements to ensure timely assistance for customers across different time zones Any Other Duties as Assigned Fulfill additional responsibilities as needed to support organizational goals and priorities ensuring alignment with the overall mission of delivering high-quality support Qualifications Education A Bachelor s Degree in Information Technology Computer Science or a related field Equivalent experience will be considered Experience 2 years of relevant experience in supporting enterprise products focusing on troubleshooting and resolving customer-reported issues Strong problem-solving 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 products like QAD SAP Oracle ERP or Dynamics 365 Basic troubleshooting and resolving system-level issues related to performance and configuration Progress DBA knowledge e g backups monitoring is advantageous but not mandatory Technical Skills Familiarity with debugging and troubleshooting in Unix Linux and Windows environments Basic knowledge of scripting e g Shell and SQL for issue diagnosis and resolution Understanding of database management principles and system configurations 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