Sr. Support Engineer, ERP (QAD)

Location: Fully remote within Mexico; the role includes rotating shifts, weekend shifts, and potential on-call coverage.

Salary: MXN 600,000–730,000 yearly.

Company

QAD provides adaptive, cloud-based enterprise software and services for global manufacturing and supply chain companies.

What you will do

• Provide technical support to customers and partners for QAD applications and Progress databases through CRM, telephone, email, and online tools.
• Diagnose and resolve complex and escalated technical issues.
• Install, upgrade, configure, and administer QAD products.
• Perform Progress DBA activities, including database optimization, backup and restore operations, and performance monitoring.
• Create documentation, training materials, and reusable solutions for customers, partners, and internal teams.
• Collaborate with team leads, peers, R&D, and Product Management to resolve cases and improve support quality.

Requirements

• 3–4 years of experience supporting enterprise products and resolving complex technical issues.
• Strong problem-solving skills and experience managing high-priority cases in a customer-focused environment.
• Proficiency in debugging Unix, Windows, internet, and network environments.
• Programming knowledge in C, C++, Unix scripting, and Progress.
• Strong Linux skills, basic SQL knowledge, and expertise in Progress DBA tasks.
• Experience with QAD installation, configuration, administration, and ERP support.

Nice to have

• QAD PKS or another relevant industry certification.
• Experience with SAP, Oracle ERP, or Dynamics 365.
• Eagerness to learn, strong time management, and multitasking skills.

Culture & Benefits

• Fully remote work within Mexico.
• Participation in a 24/7 support organization serving a global customer base.
• Opportunities to develop and share technical training content.
• Inclusive environment focused on diversity, equity, inclusion, and professional growth.