Sr. Engineer, Critical Support Team

The Senior Support Engineer 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 a 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 Sr. Functional Analyst, you have a unique opportunity to grow professionally while significantly contributing to the success of our clients and the organization.

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 organizations 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.

Any Other Duties as Assigned:

• Fulfill additional responsibilities as needed to support organizational goals and priorities, ensuring alignment with the overall mission of delivering high-quality support.