Sr. Support Engineer, manufacturing Operations (MO)

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

Sr. Support Engineer, manufacturing Operations (MO)

• Full-time
• Time Type: Full Time
• Department: Support

QAD is building a world-class SaaS company, and we are growing. We are looking for talented individuals who want to join us on our mission to help solve relevant real-world problems in manufacturing and the supply chain. Join our international team and be part of an exciting transformation as we scale our operations and redefine what's possible.

This is a fully remote role in Mexico. We do not offer VISA sponsorship; you must be eligible to work in Mexico.

The Senior Support Engineer, MO 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 MO 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 (or other relational DB) DBA tasks, including database optimization, backups, and troubleshooting. This role also requires strict adherence to the company's quality standards, processes, and tools to ensure consistent, 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.

• 4+ years of relevant experience supporting enterprise products, with expertise in resolving complex technical issues and delivering exceptional, customer-focused solutions.
• English C1 (conversational is a must)
• 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 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:
• Install, upgrade, and configure ERP systems such as QAD, SAP, Oracle ERP, or Dynamics 365.
• Troubleshooting and resolving system-level issues, including performance optimization and
• Performing advanced troubleshooting and database management tasks, including backups, restores, and optimization.

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 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. 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.