Sr. Support Engineer, ERP
On-sitePune, Maharashtra, India
Job Summary
Diagnose and resolve complex technical issues for QAD and Progress ERP products, managing escalated cases via CRM, phone, and email. Perform database administration tasks including optimization, backups, and restores on Progress DB environments, while overseeing system installations, upgrades, and configurations. Collaborate with R&D and Product teams to develop reusable documentation and training materials for global customers. Participate in 24/7 shift rotations, weekend shifts, and on-call coverage to ensure continuous support. Requires a Bachelor's degree in IT or Computer Science, 3-4 years of ERP support experience, and proficiency in Linux, SQL, and scripting languages like Java and C++.
Required Qualifications
- Bachelor's Degree in Information Technology, Computer Science, or a related field
- 3-4 years of relevant experience in supporting enterprise products
- 3 - 4 years of hands-on experience with Linux administration
- Familiarity with database systems and basic SQL for queries and troubleshooting
- Experience with QAD product installation, configuration, and administration
- Expertise in Progress DBA tasks including database optimization, backup/restore, and performance monitoring
- Proficiency in debugging and troubleshooting across Unix, Windows, internet, and network environments
- Programming and scripting skills in Unix shell scripting, Java, C, C++, and Progress
- Experience with virtualization technologies such as VMware or KVM
- Web hosting experience, particularly with Apache
- Must be based in Pune
- 3-4 days of in-office collaboration per week
- Must be available for shift rotations
- Must be available for weekend shifts
- Must be available for on-call coverage as required
- Strong analytical and problem-solving abilities
- Exceptional communication skills, with the ability to explain technical concepts to non-technical stakeholders
- Customer-focused mindset with a commitment to delivering high-quality service
Desired Qualifications
- Hands-on experience in ERP support
- Installing, upgrading, and configuring 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 of Progress or similar DB environments
- QAD PKS or other relevant industry certifications
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