Sr. Support Engineer, Erp (Pune)

Company Description QAD is building a world-class SaaS company and we are growing We are looking for talented individuals who want to join us on our mission to help solve relevant real-world problems in manufacturing and the supply chain This hybrid position requires candidates to be based in Pune with 3-4 days of in-office collaboration per week The Senior Support Engineer ERP 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 an ERP 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 cutting-edge problem-solving and a deep understanding of QAD and Progress Products 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 shari .