Support Engineer

Role Overview

Technical Support and Incident Handling

• Support installations, configurations, upgrades, and troubleshooting for QAD and Progress products.
• Diagnose basic technical issues, resolve incidents, and escalate complex cases when required.
• Perform basic Progress DBA tasks such as monitoring, backups, and optimization under guidance.
• Manage, categorize, prioritize, and resolve support requests within defined SLAs.
• Identify incident patterns and suggest preventive measures to reduce repeat occurrences.

Documentation and Collaboration

• Document troubleshooting steps, resolutions, best practices, and reusable resources.
• Contribute verified solutions and resources to the knowledge base.
• Develop simple guides and FAQs for customers and internal teams.
• Collaborate with peers, team leads, R&D, and Product Management on escalated issues and process improvements.

Customer Engagement

• Provide customers with regular updates on issue-resolution progress and next steps.
• Explain technical concepts clearly to technical and non-technical stakeholders.
• Build customer trust through proactive and transparent support communication.

Shift Coverage

• Participate in 24/7 shift rotations, weekend shifts, and potential on-call coverage.
• Adapt to scheduling requirements to provide timely global customer assistance.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• At least 2 years of relevant experience supporting enterprise products.
• Strong problem-solving skills and ability to manage high-priority cases.
• Familiarity with Unix/Linux and Windows troubleshooting, basic Shell scripting, SQL, databases, and system configurations.
• Exceptional communication skills and a customer-focused mindset.
• Hands-on ERP support experience is preferred, including QAD, SAP, Oracle ERP, or Dynamics 365.
• Progress DBA knowledge is advantageous but not mandatory.

Workplace

• Hybrid position requiring candidates to be based in Pune with 3–4 days of in-office collaboration per week.

About QAD