Manager, Technical Support

The Manager Support Team is responsible for leading a team of support engineers to ensure the delivery of exceptional technical support for ERP systems. This role focuses on managing team performance overseeing escalations and ensuring the team provides efficient high-quality solutions to complex customer challenges.

As a customer-centric leader the Manager fosters a culture of accountability responsiveness and continuous improvement ensuring that the support team consistently meets or exceeds customer expectations. By closely monitoring operational workflows case handling and escalations the Manager ensures timely resolutions and adherence to Service Level Agreements (SLAs).

The Manager works collaboratively with cross-functional teams including Product Management Engineering and Customer Success to resolve systemic issues advocate for customer-driven product enhancements and align on support objectives. Additionally this role involves developing and implementing strategies to optimize support operations improve team capabilities and proactively address recurring customer issues.

This position requires strong leadership problem-solving skills and a customer-first mindset. The Manager ERP Support Team plays a vital role in shaping the teams success while contributing to customer satisfaction and the overall effectiveness of ERP support operations.

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.

Responsibilities:

Leadership and Team Management

• Guide and mentor the support team fostering a culture of accountability collaboration and continuous learning.

• Set performance goals provide constructive feedback and develop individualized growth plans to enhance team capabilities.

• Lead daily stand-ups to align on case priorities escalations and team blockers.

Escalation Management

• Oversee escalated cases ensuring adherence to escalation protocols and effective communication with stakeholders.

• Act as an escalation owner for high-severity issues coordinating resolution strategies with cross-functional teams.

• Manage structured handling of escalations escalating to Directors or senior leadership when required.

Process and Workflow Optimization

• Continuously evaluate and refine support workflows triage and escalation procedures to enhance efficiency and customer satisfaction.

• Lead initiatives for process improvements informed by performance data feedback and post-mortem reviews.

• Ensure adherence to SLAs and proactively address cases nearing SLA thresholds.

Performance Tracking and Reporting

• Monitor team performance metrics (KPIs) such as response times backlog counts and escalation summaries.

• Analyze trends and generate weekly/monthly performance reports to inform strategic decisions and share insights with leadership.

• Conduct quarterly strategic reviews to assess team performance identify process gaps and align on goals.

Resource and Capacity Management

• Develop staffing and scheduling plans to ensure adequate support coverage including shift rotations and flexibility for changing demand.

• Optimize resource allocation to balance workload distribution and improve case handling efficiency.

• Adjust headcount or allocate additional resources based on workload and business priorities.

Collaboration and Cross-Functional Engagement

• Serve as the primary liaison between the support team and other departments including Product Engineering and Sales.

• Participate in cross-functional meetings to discuss product updates recurring issues and areas requiring collaboration.

• Advocate for customer needs in cross-department discussions ensuring alignment on issue resolution strategies.

Training and Knowledge Sharing

• Assess training needs and organize targeted technical sessions with R&D or Product teams to address skill gaps.

• Ensure the team contributes to and leverages the knowledge base with regular compliance checks for accuracy and relevance.

• Facilitate post-mortem reviews for incidents and outages documenting lessons learned and implementing preventive measures.

Customer-Centric Operations

• Foster a customer-first mindset within the team ensuring all interactions prioritize responsiveness clarity and customer satisfaction.

• Communicate effectively with customers during escalations providing clear updates and managing expectations.

• Maintain transparency and professionalism in all customer-facing communications to build trust and loyalty.

Qualifications :

Education:

A Bachelors Degree in Information Technology Computer Science or a related field. Equivalent experience will be considered.

Experience:

• 8 years of relevant experience in supporting enterprise products with a proven track record of resolving complex technical issues and delivering exceptional customer support.

• 5 years of experience handling critical escalations managing high-impact cases and performing in-depth root cause analysis to provide long-term solutions.

• Hands-on experience in ERP support is highly advantageous including:

• Installing and upgrading ERP products such as QAD SAP Oracle ERP or Dynamics 365.

• Troubleshooting and resolving system-level issues configurations and performance challenges.

• Advanced troubleshooting database optimization and managing Progress DBA tasks like backups restores and system monitoring.

Technical Skills

• Proficiency in debugging and troubleshooting Unix Windows Servers 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.

• Familiarity with cloud-based systems SaaS solutions and integration methodologies.

• QAD PKS or other relevant industry certifications are a plus.

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 :

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  Redzone is redefining manufacturing and supply chains through its intelligent adaptive platform that connects people processes and data into a single System of Action. With three core pillars Redzone (frontline empowerment) Adaptive Applications (the intelligent backbone) and Champion AI (Agentic AI for manufacturing) QAD Redzone helps manufacturers operate with Champion Pace achieving measurable productivity resilience and growth in just 90 days.

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. 

Remote Work :

No

Employment Type :

Full-time