Support Engineer, ERP
On-site · Pune, Maharashtra, India
Job Summary
Provide frontline technical support for QAD and Progress ERP products, including installations, configurations, upgrades, and troubleshooting. Diagnose and resolve basic technical issues, escalate complex cases to senior team members, and perform Progress DBA tasks under guidance. Maintain detailed documentation of troubleshooting steps and resolutions, contribute to the knowledge base, and develop simple guides for customers and internal teams. Communicate regularly with customers to provide updates and ensure timely issue resolution. Collaborate with peers, team leads, and cross-functional teams (R&D, Product Management) to address escalated issues. Work in a 24/7 shift environment with weekend shifts and on-call coverage. Requires a Bachelor’s Degree in IT/CS (or related field) and 2+ years of ERP support experience; familiarity with Unix/Linux, Windows, and SQL; strong problem-solving and customer-focused service mindset. This role is based in Pune, India, with on-site requirements.
Required Qualifications
- Bachelor’s Degree in Information Technology, Computer Science, or a related field. Equivalent experience will be considered.
- 2+ years of relevant experience in supporting enterprise products, focusing on troubleshooting and resolving customer-reported issues.
- Hands-on experience in ERP support, including installing, upgrading, and configuring ERP products like QAD, SAP, Oracle ERP, or Dynamics 365.
- Progress DBA knowledge (e.g., backups, monitoring) is advantageous but not mandatory.
- Familiarity with debugging and troubleshooting in Unix/Linux and Windows environments.
- Basic knowledge of scripting (e.g., Shell) and SQL for issue diagnosis and resolution.
- Strong analytical and problem-solving abilities.
- Exceptional communication skills with the ability to explain technical concepts to non-technical stakeholders.
Additional Requirements
- Only candidates based or willing to relocate to Pune, India.
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