Sr. Support Engineer, Manufacturing Operations (Mo)

Qad; Xico; On-site; MXN 600,000 - 780,000; Full time

Job summary

QAD Inc. is seeking a Senior Support Engineer, MO to deliver advanced technical support for QAD and Progress products. You will diagnose issues, perform DBAs, and ensure installations and upgrades meet quality standards.

The team collaborates with R&D and Product Management to share knowledge and improve solutions globally. This role requires strong English, 4+ years of enterprise support experience, and availability for 24/7 shifts including weekends. ERP and scripting skills are a plus.

Qualifications

• 4+ years of enterprise product support experience with complex issues.
• English at C1 level; strong communication with customers.
• Proficient in debugging Unix/Windows networks and related environments.
• Programming knowledge in C, C++, Unix scripting, and Progress for issue resolution.
• Progress DBA tasks including backups, optimization, and performance monitoring.
• Experience installing, configuring, and administering QAD products.
• ERP support experience with QAD, SAP, Oracle ERP, or Dynamics 365 is a plus.
• Willingness to work 24/7 shifts, weekends, and on-call coverage.

Responsibilities

• Diagnose and resolve technical issues across QAD and Progress products.
• Ensure seamless installations, upgrades, and configurations of QAD.
• Perform Progress DBA tasks: backups, optimization, troubleshooting.
• Create and maintain detailed issue/resolution documentation for training.
• Collaborate with R&D, Product Management, and cross-functional teams to devise solutions.
• Participate in shift rotations, weekend shifts, and on-call coverage as required.

Skills

Customer-focused

Problem-solving

English C1

Team collaboration

Shift work

QAD/Progress knowledge

DBA tasks

Troubleshooting

Tools

Unix

Windows

SQL

Progress

QAD PKS

Job description

Job Description

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.

Qualifications

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

Additional Information

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.