Sr. Support Engineer, ERP
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Job Location:
Mexico City - Mexico
Monthly Salary:
Not Disclosed
Posted on:
23-10-2025
Vacancies:
1 Vacancy
Job Summary
This is a fully remote role in Mexico
The Senior Support Engineer ERP role is a cornerstone within our organization focused on delivering exceptional technical support for QAD and Progress 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 systems. 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.
Qualifications :
- 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 skills and a proven ability to manage high-priority cases in a fast-paced customer-centric
- environment.
- Proficiency in debugging and troubleshooting Unix Windows internet and network environments.
- Programming knowledge in C C Unix scripting and Progress for issue resolution.
- Expertise in Progress DBA tasks including database optimization backup/restore and performance monitoring.
- Strong Linux skills and basic SQL knowledge for database queries and troubleshooting.
- Experience with QAD product installation configuration and administration.
- QAD PKS or other relevant industry certifications are a plus.
- 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
Additional Information :
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 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. QADs 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.
#LI-Remote
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Ruby
- Mac Os
- Computer Networking
- Windows
- TCP
- Customer Support
- Linux
- Shell Scripting
- VPN
- Dns
- Technical Support
- Troubleshooting
About Company
QAD is a virtual first company. While the job postings below indicate a city, state and country, the successful candidate can be located anywhere in the country listed on the job posting. Your primary work location at QAD will be virtual / working from home, with occasional travel int ... View more
