Remote Senior Support Engineer, MO — ERP & DB Expert

QAD, Inc.; Región Centro; Remote; MXN 600,000 - 900,000; Full time

Job summary

QAD Inc. is seeking a Sr. Support Engineer, Manufacturing Operations (MO) to deliver advanced technical support for QAD and Progress databases.

This fully remote role in Mexico requires eligibility to work locally and involves diagnosing complex issues, performing installations, upgrades, configurations, and Progress DBAs while collaborating across R&D and Product Management. You will handle high-priority cases, develop training content, and contribute to global knowledge sharing.

Qualifications

• 4+ years of relevant experience supporting enterprise products.
• English C1 (conversational) mandatory.
• Strong problem-solving skills and 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 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 ERP support, including install/upgrade/configuration of QAD, SAP, Oracle ERP, or Dynamics 365.
• Troubleshooting and resolving system-level issues, including performance optimization and database management tasks.

Responsibilities

• Diagnose and resolve technical issues, ensure seamless installations, upgrades, and configurations of QAD products; perform Progress DBA tasks including backups and tuning.
• Manage highly complex and escalated cases with innovative problem-solving.
• Create and maintain detailed documentation of issues and resolutions; develop training materials shared globally.
• Collaborate with team leads, peers, R&D and Product Management to devise effective solutions and uphold high support standards.
• Contribute to training content focusing on complex case resolution and technical troubleshooting.
• Participate in 24/7 shift rotations, weekend shifts, and potential on-call coverage to provide continuous global support.

Skills

English (C1)

Unix debugging

Linux

SQL

C/C++

Progress DBA

ERP support

Troubleshooting

Tools

Progress (DB)

QAD product installation

Unix scripting

Job description

QAD Inc. is seeking a Sr. Support Engineer, Manufacturing Operations (MO) to deliver advanced technical support for QAD and Progress databases.

This fully remote role in Mexico requires eligibility to work locally and involves diagnosing complex issues, performing installations, upgrades, configurations, and Progress DBAs while collaborating across R&D and Product Management. You will handle high-priority cases, develop training content, and contribute to global knowledge sharing.