remoteonsite
Support Engineer Night Shift - 6pm - QAD
Software Engineer
Night‑shift Support Engineer responsible for troubleshooting and resolving ERP system incidents, ensuring high availability of cloud‑based enterprise solutions. Requires strong incident management, customer support, and troubleshooting skills in a dynamic, AI‑driven environment.
About the role
Key Responsibilities
- Provide 24/7 support for cloud‑based ERP applications, responding to incidents and service requests during the night shift.
- Diagnose and resolve technical issues, escalating complex problems to senior engineers or vendors as needed.
- Document incident details, root causes, and resolution steps in the ticketing system, maintaining accurate knowledge base entries.
- Collaborate with cross‑functional teams (development, operations, security) to implement fixes and preventive measures.
- Participate in on‑call rotations, ensuring seamless handover and continuity of service.
Requirements
- Proven experience supporting ERP or enterprise software in a production environment.
- Strong troubleshooting skills with a solid understanding of cloud infrastructure and networking concepts.
- Familiarity with ITIL processes, incident management, and ticketing systems.
- Excellent communication skills and a customer‑centric mindset.
- Ability to work independently during night hours and collaborate effectively with global teams.
Skills
customer supportitil