Technical Support Engineer

Job Summary

Based in Mexico and working remotely, the full-time Technical Support Engineer will diagnose and resolve technical issues, manage complex escalated cases, and perform Progress DBA tasks while ensuring adherence to quality standards and collaborating with cross-functional teams.

Key responsibilities

• Diagnose and resolve technical issues related to QAD and Progress products, ensuring timely and effective solutions
• Manage incoming support requests, escalating unresolved issues and maintaining detailed documentation of troubleshooting steps and resolutions
• Collaborate with team leads and cross-functional departments to develop training materials and enhance team knowledge

Required qualifications

• Bachelor's Degree in Information Technology, Computer Science, or a related field, or equivalent experience
• 3+ years of relevant experience supporting enterprise/ERP products
• 4+ years of experience handling critical escalations and high-impact cases
• Hands-on experience in ERP support, including installations, upgrades, and configurations
• Expertise in SQL and general DBA tasks; knowledge of Progress DBA is a plus