Support Engineer, Tech

Job Description

The 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.

Incident Handling :

and prioritization.

Documentation and Knowledge Sharing :

Customer Engagement and Communication :

Collaboration and Teamwork :

issues.

Shift Coverage and Flexibility :

Any Other Duties as Assigned :

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 :

issues.

Technical Skills

Soft Skills :

Additional Information

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.