Provide technical support for hardware and software, diagnose and resolve application-related issues, document incidents in ITSM systems, and collaborate with team members to enhance user experience and service quality.

• Diagnose and resolve technical issues • Ensure seamless installations, upgrades, and configurations of QAD products • Perform Progress DBA tasks, including database optimization, backups, and troubleshooting • Manage highly complex and escalated cases • Create and maintain detailed documentation of issues and resolutions • Collaborate with team leads, peers, and cross-functional teams, including R&D and Product Management • Participate in shift rotations, weekend shifts, and potential on-call coverage

• You will be the engineer our clients rely on when issues get past the help desk. • The problems coming to you are the ones without an obvious answer, often spanning multiple systems and requiring you to think carefully before you act. • Some days that means tracing an authentication issue across identity providers, endpoints, and a SaaS application to find the one misconfiguration causing the failure. • Other days it means walking a credit union employee through a problem patiently and clearly so they understand what happened and why. • Our clients run a wide range of environments. Some are largely cloud-hosted, some are traditionally on-premises, most are a mix. • You will move between them throughout the week, which means strong fundamentals matter more than deep expertise in any single product. • The ability to learn a new platform quickly and apply what you already know in a new context is one of the most valuable skills in this role.

• Answer customer support calls and requests • Provide end-user support for computers, operating systems and applications, network connectivity, printers, and peripherals • Manage and document tickets in the ticketing system • Interact with and escalate to vendors and other support tiers • Consult and update documented information