Company: QAD, Inc. Job Role: Support Engineer Department: Technical Support Job Type: Full-Time Location: Pune, Maharashtra, India Work Mode: Hybrid (3-4 days in office per week) Shift: Night Shift (6 PM onwards)
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QADVerified
Hiring in Pune
QAD is hiring a Support Engineer to provide technical support for QAD and Progress enterprise products. The role involves troubleshooting customer-reported issues, managing technical incidents, resolving installation and configuration problems, and supporting database operations.
The selected candidate will work with global customers, diagnose technical issues, manage support tickets, and collaborate with senior engineers and cross-functional teams to ensure smooth system operations.
Key Responsibilities
Provide technical support for QAD and Progress products.
Troubleshoot installation, configuration, and upgrade-related issues.
Diagnose and resolve technical problems in enterprise systems.
Perform basic Progress DBA tasks, including database monitoring and backups.
Manage support tickets and prioritize incidents based on SLAs.
Investigate recurring issues and recommend preventive solutions.
Document troubleshooting steps, resolutions, and technical procedures.
Communicate with customers through phone, email, CRM, and online platforms.
Collaborate with senior engineers, R&D, and Product Management teams.
Participate in rotational shifts, weekend support, and on-call schedules.
Education
Bachelor's Degree in Computer Science.
Information Technology (IT).
Engineering or a related technical field.
Equivalent relevant experience may also be considered.
Required Skills
Linux / Unix and Windows troubleshooting.
SQL and Database Management.
Basic Shell Scripting.
ERP Support and Troubleshooting.
Technical Debugging and Problem-Solving.
Installation, Configuration, and Software Upgrades.
Incident and Ticket Management.
SLA Management.
Customer Support and Communication Skills.
Preferred Technical Knowledge
ERP Platforms: QAD, SAP, Oracle ERP, or Microsoft Dynamics 365.
Progress DBA: Database monitoring, backups, and basic optimization.
Understanding of database management principles.
System configuration and performance troubleshooting.
Eligibility Criteria
Experience: Minimum 2+ years of relevant experience.
Experience in enterprise product or ERP technical support is preferred.
Strong analytical and troubleshooting abilities.
Ability to handle high-priority customer issues.
Good communication and customer-handling skills.
Flexibility to work night shifts, weekends, and rotational schedules.
Work Details
Work Location: Pune, Maharashtra.
Work Arrangement: Hybrid.
Office Requirement: 3-4 days per week.
Working Hours: Night shift starting at 6 PM.
Schedule: Rotational shifts, weekend shifts, and possible on-call support.
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