Key skills
CloudERPLinuxSQLUnixC++CSaaSCommunication
About this role
Role Overview
- Perform advanced troubleshooting for complex technical issues
- Take ownership of escalated cases
- Collaborate with cross-functional teams to identify and resolve technical gaps
- Manage incoming escalations
- Drive incident resolution by engaging with relevant teams
- Maintain clear communication
- Ensure clear and consistent escalation protocols
- Maintain detailed documentation of all troubleshooting steps
- Develop comprehensive playbooks, guides, and FAQs
- Investigate recurring issues to identify root causes
- Prepare in-depth RCA reports
- Act as a customer advocate during product discussions
- Assist in developing and delivering training materials
- Participate in shift rotations, weekend shifts, and on-call coverage
- Communicate effectively with customers and partners
- Foster trust and transparency with customers
Requirements
- A Bachelor’s Degree in Information Technology, Computer Science, or a related field
- Equivalent experience will be considered.
- 8+ years of relevant experience in supporting enterprise products
- 5+ years of experience handling critical escalations
- Hands-on experience in ERP support
- Proficiency in debugging and troubleshooting Unix, Windows Servers and network environments.
- Programming knowledge in C, C++, Unix scripting, and Progress
- Strong Linux skills and basic SQL knowledge
- Familiarity with cloud-based systems, SaaS solutions, and integration methodologies.
- QAD PKS or other relevant industry certifications are a plus.
Tech Stack
- Cloud
- ERP
- Linux
- SQL
- Unix
Benefits
- Flexible work arrangements
- Professional development