Technical Support Engineer
New
This position requires candidates to be based in Mexico; you can work remotely from your Home office., 24/7 rotationFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 3+ years of relevant experience in supporting enterprise/ERP products; 4+ years of experience handling P1 support cases
- Required Skills
- SQLLinuxTroubleshootingTechnical supportSaaS
Requirements
- Bachelor’s Degree in Information Technology, Computer Science, or related field
- 3+ years of relevant experience in supporting enterprise/ERP products
- 4+ years of experience handling P1 support cases and critical escalations
- Expertise in SQL and general DBA tasks
- Experience with Unix, Linux, and Windows Servers
- Strong analytical and problem-solving abilities
- Exceptional communication skills
- Ability to work rotating shifts including weekends and on-call
- Experience with SaaS solutions or cloud-based integrations (preferred)
- Knowledge of QAD product administration (preferred)
Responsibilities
- Provide comprehensive technical assistance for QAD and Progress products
- Analyze and resolve complex and escalated technical issues
- Perform Progress DBA tasks including optimization and backup
- Manage support requests via ticketing systems
- Maintain detailed documentation and create training materials
- Communicate status updates to customers and stakeholders
- Collaborate with R&D and Product Management teams
- Participate in 24/7 shift rotations, weekends, and on-call
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