Support Engineer, Technical

QAD Inc.; Mexico; On-site; PHP 446,400 - 669,600; Full time

Benefits offered by this job

Continuous learning opportunities

Flexible work schedule

Growth-oriented team environment

Job summary

QAD Inc. is looking for a Technical Support Engineer in Pampanga, Mexico, who will be responsible for diagnosing and resolving technical issues, ensuring smooth installations and upgrades of QAD products. This role involves managing complex escalated cases and contributing to team growth through training and documentation.

The ideal candidate has 3+ years supporting enterprise/ERP products, a Bachelor's in IT or Computer Science, and strong analytical skills. Flexibility for shifts and on-call coverage is required to support our global customer base.

Qualifications

• 3+ years of experience in supporting enterprise/ERP products.
• 4+ years of experience handling critical escalations and P1 support cases.
• Strong analytical and problem-solving abilities.
• Exceptional communication skills with the ability to explain technical concepts.

Responsibilities

• Diagnose and resolve technical issues, ensuring seamless installations and configurations.
• Manage escalated cases while adhering to Service Level Agreements.
• Develop training materials and contribute to knowledge sharing.
• Collaborate with teams to devise solutions and uphold support standards.

Skills

Technical Support

Troubleshooting

Database Optimization

SQL

Customer Communication

Education

Bachelor’s Degree in Information Technology or Computer Science

Tools

QAD Products

Progress DBA

Job description

Job Description

As a Technical 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.

In a structured team environment, you will be encouraged to engage in continuous learning and regular practice of existing product knowledge. This is necessary to stay prepared for any new challenges that might arise. As a Technial Support Engineer, you have a unique opportunity to grow professionally while significantly contributing to the success of our clients and the organization.

Qualifications

Technical Support and Troubleshooting

Provide comprehensive technical assistance for QAD and Progress products, including installations, configurations, upgrades, and administration tasks.

Analyze and resolve technical issues, applying advanced troubleshooting skills and root cause analysis to deliver effective and timely resolutions.

Handle complex and escalated cases that require innovative problem‑solving, ensuring adherence to Service Level Agreements (SLAs) and maintaining high customer satisfaction.

Perform Progress DBA tasks, including database optimization, backup/restore operations, and monitoring database performance to prevent disruptions.

Incident Handling

Manage incoming support requests through established ticketing systems and communication channels, ensuring accurate categorization and prioritization of issues.

Escalate unresolved issues appropriately, collaborating with team leads and cross‑functional departments to ensure timely resolutions.

Proactively monitor incidents to identify recurring patterns, applying preventive measures to reduce repeat occurrences.

Ensure that support incidents are resolved in line with established Service Level Agreements.

Documentation and Knowledge Sharing

Maintain detailed and accurate documentation of all troubleshooting steps, resolutions, and best practices for every case handled.

Contribute to the organization's knowledge base by documenting verified solutions, technical insights, and reusable resources.

Develop comprehensive guides and FAQs to support customers, partners, and internal teams, ensuring quick access to relevant information.

Customer Engagement and Communication

Communicate effectively with customers and partners to provide regular updates on issue resolution progress.

Explain technical concepts in a clear and concise manner, ensuring that both technical and non‑technical stakeholders understand the issue and the resolution.

Foster trust and transparency with customers by maintaining a proactive approach and ensuring their concerns are addressed promptly.

Collaboration and Teamwork

Work closely with team leads, peers, and cross‑functional departments, such as R&D and Product Management, to resolve complex issues.

Engage with engineering teams to facilitate effective knowledge transfer and gain insights into product updates that may impact support processes.

Actively participate in team meetings to share knowledge, discuss challenges, and contribute to continuous improvement initiatives.

Training and Development

Assist in developing and delivering training materials and sessions to enhance the skills and technical knowledge of team members.

Mentor junior team members, providing guidance on complex cases and fostering a collaborative and growth‑oriented team environment.

Stay updated on the latest developments in QAD and Progress products, engaging in continuous learning to improve personal expertise.

Shift Coverage and Flexibility

Participate in shift rotations, weekend shifts, and on‑call coverage to provide uninterrupted global support.

Adapt to varying scheduling requirements to ensure timely assistance for customers in different time zones.

Additional Information

Education

A Bachelor’s Degree in Information Technology, Computer Science, or a related field. Equivalent experience will be considered.

Experience

3+ years of relevant experience in supporting enterprise/ERP products.

4+ years of experience handling at least P1 support cases, critical escalations, and high‑impact cases.

Hands‑on experience in ERP support, including installing, upgrading, or configuring ERP software. (Nice to have specific QAD expertise)

Technical Skills

Databases

Expertise in SQL, DBA general tasks, and (nice‑to‑have) Progress DBA (optimization, backup/restore, monitoring).

Programming/Scripting

Nice‑to‑have: Progress 4GL, Unix scripting.

Product/Cloud Knowledge

Should have knowledge of working with SaaS solutions, or cloud‑based integrations. Experience with QAD product administration (Ideally).

Soft Skills

Strong analytical and problem‑solving abilities.

Exceptional communication skills, with the ability to bridge technical concepts for non‑technical stakeholders.

Customer‑focused mindset with a strong commitment to high‑quality service.

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 withChampion 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.

Equal Opportunity Employer

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.