Job Description

The Senior Support Engineer, MO 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 MO 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 (or other relational DB) DBA tasks, including database optimization, backups, and troubleshooting. This role also requires strict adherence to the company's quality standards, processes, and tools to ensure consistent, high-quality support.
- Your responsibilities extend to managing highly complex and escalated cases, requiring innovative problem-solving and a deep understanding of QAD and Progress systems.




- 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 sharing training content, focusing on complex case resolution and technical troubleshooting.
- Given that our support organization operates 24/7, this position demands a flexible approach to scheduling. You will be expected to participate in shift rotations, along with weekend shifts and potential on-call coverage as required. These elements are vital to providing continuous support to our general customer base. Your willingness to adapt to these scheduling requirements is crucial for the role.

📌 Sr. Support Engineer, manufacturing Operations (MO) (Ciudad de México)
🏢 Qad
📍 Ciudad de México