Senior Technical Support EQMS

As a Senior Technical Analyst you provide  high-quality software support for QADs EQMS solution via telephone and internet-based inquiries. You will analyze and resolve complex technical issues ensuring smooth operations and providing technical guidance and support to global customers. You will also contribute to the overall success of the organization by implementing effective solutions and driving continuous improvement. This role requires strong technical analytical and communication skills as well as a solid knowledge of IT systems and processes.

Impact of this role and key deliverables :

• Nature and scope of influence this position has on its area of responsibility/operation (When you write each key deliverable use action-oriented language to show how they achieve results)

•  Issue Resolution: Handle and resolve incoming EQMS software issues from customers and partners in accordance with established Service Level Agreements (SLAs).
• Troubleshooting: Analyze test and solve problems of moderate to diverse scope where analysis of data requires a review of various factors.
• Knowledge Management: Formulate reusable solutions for the QAD Knowledgebase and maintain existing documentation to support global reuse.
• Collaboration: Work closely with the global Support team and peers to determine the best solutions for complex cases. 
• Provide mentorship and training to the team fostering professional development and skill enhancement. Lead in sharing best practices and developing innovative solutions enhancing the teams overall problem-solving capabilities.

Qualifications :

Professional degree:

University/Bachelors Degree in Information Technology Quality Management Production Operations/Manufacturing Management or related field or equivalent experience.

Other Program / Supplemental Training:--

Experience:

Number of years: 5 Proven track record in a Customer Service/Support  technical analyst role within  a B2B area. Experience using and/or supporting enterprise software applications or Electronic Quality Management System (eQMS) (preferred)

Computer skills:   

1. Infrastructure & Core Systems:

• Operating Systems: Solid understanding of Windows (Server/Client) and basic Linux knowledge.

• Networking: Familiarity with Active Directory DNS and general network infrastructure.

• Cloud: Foundational knowledge of AWS (including RDS).

• Productivity: Proficiency in MS Office specifically advanced Excel.

2. Database & Data Management

• Architecture: Experienced in working with complex database structures.

• Querying: Proficient in SQL (PostgreSQL Oracle or SQL Server) for data analysis and troubleshooting.

3. Web Technologies & Integration

• Troubleshooting: Advanced support for web applications and containers (Tomcat IIS).

• Web Standards: Effective use of HTML CSS XML and JSON.

• Modern Integration: Familiarity with REST APIs for system connectivity.

4. Development & Programming

• Code Literacy: Preferred ability to debug in Java C# or HTML.

• Methodology: Understanding of software development frameworks and lifecycles.

Other knowledge: - 

Languages: Mandatory: Excellent English language proficiency (C1)  for global communication

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