Technical Support Engineer

🕒 August 31

🇺🇸 United States – Remote

💵 $35k - $38k / month

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 3%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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QAD

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1979

🏭 Manufacturing

📦 Logistics

🍽️ Food & Beverage

Manufacturing • Logistics • Food & Beverage

QAD is a company specializing in enterprise resource planning and industrial transformation solutions. Their Adaptive Enterprise platform helps businesses optimize processes, align people with technology, and manage critical business challenges. QAD's offerings include software for manufacturing, inventory management, supply chain planning, quality management, and global trade compliance. Their solutions serve a range of industries, including automotive, consumer products, food and beverage, industrial manufacturing, and more. The company focuses on becoming an adaptive enterprise by integrating advanced scheduling and data-driven insights.

📋 Description

• Diagnose and resolve technical issues for QAD and Progress products • Perform installations, configurations, upgrades, and administration tasks • Perform Progress DBA tasks, including database optimization, backups/restores, and performance monitoring • Handle complex and escalated cases while meeting SLAs and maintaining customer satisfaction • Manage, categorize, prioritize, and monitor incoming support incidents • Escalate unresolved issues and collaborate with team leads and cross-functional departments • Identify recurring incident patterns and apply preventive measures • Document troubleshooting steps, resolutions, best practices, and verified technical solutions • Develop guides, FAQs, training materials, and reusable resources • Communicate issue-resolution updates to customers and partners • Collaborate with R&D, Product Management, engineering teams, peers, and team leads • Participate in team meetings and continuous improvement initiatives • Mentor junior team members and assist with training sessions • Participate in shift rotations, weekend shifts, and on-call coverage for 24/7 global support

🎯 Requirements

• Candidates must be based in Mexico • Full work authorization required; no visa sponsorship offered • Bilingual candidate comfortable in global environments • Bachelor's Degree in Information Technology, Computer Science, or a related field; equivalent experience will be considered • 3+ years of relevant experience supporting enterprise/ERP products • 4+ years of experience handling P1 support cases, critical escalations, and high-impact cases • Hands-on ERP support experience, including installing, upgrading, or configuring ERP software • Experience with Unix, Linux, and Windows Servers • Expertise in SQL and general DBA tasks • Knowledge of SaaS solutions or cloud-based integrations • Strong analytical and problem-solving abilities • Exceptional communication skills for explaining technical concepts to non-technical stakeholders • Customer-focused mindset and commitment to high-quality service

🏖️ Benefits

• Remote work from a home office • Professional growth opportunities • Continuous learning and regular product knowledge practice • Training and development opportunities • QAD DEI program and inclusive work environment