QAD is a global leader in cloud-based enterprise solutions, empowering businesses to adapt faster and thrive in an increasingly dynamic, digital world. With a strong focus on innovation and AI-driven insights, QAD is shaping the future of enterprise transformation across industries. We foster a flexible, inclusive culture where bold ideas and future-focused talent to drive real impact. Join us to help build the intelligent, connected enterprise of tomorrow.
This hybrid position requires candidates to be based in Pune, with 3-4 days of in-office collaboration per week.
The ERP Support Engineer plays a key role in delivering technical support for QAD and Progress products. This role focuses on providing effective solutions for customer-reported issues, managing technical inquiries, and ensuring seamless system operation through troubleshooting and resolution efforts.
As a Support Engineer, you will engage with customers and partners via communication platforms such as CRM, telephone, email, and internet-based tools. Your responsibilities include diagnosing technical problems, resolving issues related to installations, upgrades, and configurations, and performing basic Progress DBA tasks under guidance.
This position also involves documenting solutions and contributing to the organization's knowledge base to support continuous learning and team growth. You will work closely with senior team members, leveraging their expertise to improve your skills while ensuring timely and high-quality support delivery.
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 global customer base. Functional Analyst, you have a unique opportunity to grow professionally while significantly contributing to the success of our clients and the organization.
Technical Support And Troubleshooting




Provide frontline technical support for QAD and Progress products, assisting with installations, configurations, upgrades, and troubleshooting.
Perform Progress DBA tasks under guidance, such as database monitoring, backups, and basic optimization.
Manage incoming support requests through ticketing systems and communication channels, ensuring accurate categorization and prioritization.
Explain technical concepts clearly and concisely to ensure understanding by both technical and non-technical stakeholders.
Work closely with peers, team leads, and cross-functional teams, such as R&D; and Product Management, to address escalated issues.
Shift Coverage And Flexibility
Participate in shift rotations, weekend shifts, and on-call schedules to provide uninterrupted global support.
Fulfill additional responsibilities as needed to support organizational goals and priorities, ensuring alignment with the overall mission of delivering high-quality support.

A Bachelor's Degree in Information Technology, Computer Science, or a related field. Equivalent experience will be considered.
Experience

- 2+ years of relevant experience in supporting enterprise products, focusing on troubleshooting and resolving customer-reported issues.
- Hands-on experience in ERP support is highly preferred, including:
- Installing, upgrading, and configuring ERP products like QAD, SAP, Oracle ERP, or Dynamics 365.
- Basic troubleshooting and resolving system-level issues related to performance and configuration.
- backups, monitoring) is advantageous but not mandatory.





Familiarity with debugging and troubleshooting in Unix/Linux and Windows environments.
Shell) and SQL for issue diagnosis and resolution.
Understanding of database management principles and system configurations.
Exceptional communication skills, with the ability to explain technical concepts to non-technical stakeholders.
Customer-focused mindset with a commitment to delivering high-quality service.
We provide programs that help you strike a healthy work-life balance.
Opportunity to join a growing business, launching into its next phase of expansion and transformation.
Collaborative culture of smart and hard-working people who support one another to get the job done.
An atmosphere of growth and chance, where idea-sharing is always prioritized over level or hierarchy.
Compensation packages based on experience and desired skill set
QAD | Redzone is redefining manufacturing and supply chains through its intelligent, adaptive platform that connects people, processes, and data into a single System of Action. With three core pillars — Redzone (frontline empowerment), Adaptive Applications (the intelligent backbone), and Champion AI (Agentic AI for manufacturing) — QAD | Redzone helps manufacturers operate with Champion Pace, achieving measurable productivity, resilience, and growth in just 90 days.
QAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background. QAD's DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

📌 IT Support Engineer / Shift work (Pune)
🏢 QAD
📍 Pune