Sr. Support Engineer, ERP

Qadinc; Región Centro; Remote; MXN 900,000 - 1,300,000; Full time

Job summary

QAD Inc. is seeking a Senior Support Engineer, ERP, fully remote in Mexico.

You will deliver technical support for QAD and Progress products, engaging with customers and partners via CRM, email, phone, and web tools to resolve complex issues. Responsibilities include diagnosing and resolving problems, ensuring installations, upgrades, and configurations, performing Progress DBA tasks, and developing training materials shared globally.

Qualifications

• 3–4 years of experience supporting enterprise ERP products.
• Proficiency in debugging across Unix, Windows, and networks.
• Experience with QAD installation, configuration, and administration.
• Progress DB tasks: backups, restores, and optimization.
• Strong documentation and knowledge-sharing abilities.

Responsibilities

• Diagnose and resolve complex ERP issues for QAD/Progress.
• Ensure installations, upgrades, and configurations run smoothly.
• Perform Progress DBA tasks including backups and optimization.
• Create detailed issue/resolution docs and training materials for global sharing.
• Collaborate with R&D, Product Management, and support teams.

Skills

C

C++

Unix scripting

Progress DBA

SQL

Linux

QAD ERP

ERP support

Troubleshooting

Customer support

Tools

Progress DB tools

QAD PKS

CRM tools

ERP exposure (SAP/Oracle/Dynamics365)

Job description

This is a fully remote role in Mexico

The Senior Support Engineer, ERP role is a cornerstone within our organization, focused on delivering exceptional technical support for QAD and Progress products. In this role, you will engage directly with customers and partners through various communication platforms, such as CRM, telephone, email and internet-based tools, to address complex technical issues and inquiries related to QAD applications and Progress databases.

As an ERP Support Engineer, you will be responsible for diagnosing and resolving technical issues, ensuring seamless installations, upgrades, and configurations of QAD products. You will leverage your expertise to perform Progress DBA tasks, including database optimization, backups, and troubleshooting. This role also demands strict adherence to quality standards, processes, and tools established by the company, ensuring consistent delivery of high-quality support.

Your responsibilities extend to managing highly complex and escalated cases, requiring innovative problem-solving and a deep understanding of QAD and Progress systems. You will play a pivotal role in creating and maintaining detailed documentation of issues and resolutions, which will serve as a foundation for developing training materials and reusable solutions. These resources will be shared globally to empower customers, partners, and internal teams with actionable knowledge.

Collaboration is a key component of this role, as you will work closely with team leads, peers, and cross-functional teams, including R&D and Product Management, to devise effective solutions and uphold superior support standards. Additionally, you will contribute to team growth by developing and sharing training content, focusing on complex case resolution and technical troubleshooting.

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.

3-4 years of relevant experience in supporting enterprise products, demonstrating expertise in resolving complex technical issues, and delivering exceptional customer-focused solutions.

Strong problem-solving skills and a proven 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 basic 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 experience in ERP support is highly preferred, including: Installing, upgrading, and configuring ERP systems such as QAD, SAP, Oracle ERP, or Dynamics365.

Troubleshooting and resolving system‑level issues, including performance optimization and configuration challenges.

Performing advanced troubleshooting and database management tasks, including backups, restores, and optimization.

Soft skills:

• Eager to learn
• Time management
• Multitasking capabilities

QAD Inc. is a leading provider of adaptive, cloud‑based enterprise software and services for global manufacturing companies. Global manufacturers face ever‑increasing disruption caused by technology‑driven innovation and changing consumer preferences. In order to survive and thrive, manufacturers must be able to innovate and change business models at unprecedented rates of speed. QAD calls these companies Adaptive Manufacturing Enterprises. QAD solutions help customers in the automotive, life sciences, packaging, consumer products, food and beverage, high tech and industrial manufacturing industries rapidly adapt to change and innovate for competitive advantage.

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. QAD's 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.

About QAD:

QAD | Redzone is redefining manufacturing and supply chains through its intelligent, adaptive platform that connects people, processes, and data