Application Support

QAD Redzone helps manufacturers make more stuff for less while greatly improving the employee experience. We make frontline workers more engaged and more productive, so their lives improve while contributing to positive business outcomes. We do this by combining exceptional software and world class coaching. There’s never been a better time to join our incredible team. Join us and help manufacturers drive change in their operations to increase productivity, increase employee engagement, and bring dignity and pride to frontline workers around the world!

This role is 100% remote and can sit anywhere in the continental United States. Must be able to work in the US without visa sponsorship.

Role Overview:

• Provide patience, empathy, and a customer-centric approach to handling support requests.

• Provide timely and accurate troubleshooting for both hardware and software issues

• Interact with end-users via Google Meet, email, or chat to help resolve their technical issues

• Manage and record all technical issues and resolutions using Intercom.

• Take ownership of customer issues reported and see problems through to resolution

• Prioritize and manage many customers and issues at one time

• Apply troubleshooting techniques before escalating issues

• Monitor health of customer environments and proactively tackle issues

• Analyze records and logs to spot underlying trends and potential issues

• Work alongside Engineering team to learn and stay current on new technologies for the infrastructure

• Celebrate team-based goals for best-in-class SLA and CSAT metrics.

Required Skills

• Expert user in iOS

• Basic knowledge of manufacturing processes and quality control

• Clear and concise communication for technical and non-technical audiences

Desired Skills

• Database Knowledge - ODBC connections- SQL Reporting Services

• Cloud AWS – features, abilities, considerations - Kubernetes Containers

• Intercom or similar Help Desk ticketing system

• Software – GitHub, Slack, Google Meet, or similar communication tools

• Controls & Automation – Working Knowledge of Sensors, Manufacturing Equipment, and PLCs

• ITIL Framework Knowledge (incident management, problem management, change management)

We are looking for bright, intelligent, dynamic individuals who want to join us on this mission. Leaders that see the power in people and can leverage technology to change the way work is done. We ‘keep it real’ at QAD Redzone, so want to know who you really are. We love big personalities, with big ideas, who want to make a difference in the world. You will be hungry and driven and enjoy the challenge of changing an industry. You will be excited by the opportunity for working with the fastest growing company in the space, where hard work is recognized and rewarded accordingly.

Compensation Package

Base pay range: $65,000-$75,000 USD Base Annually (12 Months)

Placement within our pay range will vary based on knowledge, skills, experience, and market location variations as well as internal peer equity. The U.S. benefits package includes medical, dental, and vision coverage, a 401(k) plan with company match, short-term and long-term disability coverage, life insurance, paid time off, parental leave, and well-being programs

About QAD and QAD Redzone:

QAD Inc. is a leading provider of adaptive, cloud-based enterprise software and services for global manufacturing companies. Global manufacturers face ever-increasing disruption caused by technology-driven innovation and changing consumer preferences. In order to survive and thrive, manufacturers must be able to innovate and change business models at unprecedented rates of speed. QAD calls these companies Adaptive Manufacturing Enterprises.

QAD Redzone helps to enable QAD’s vision for the Adaptive Enterprise. Labor productivity improvements directly impact efficiency. Productive and empowered employees increase the effective capacity of your plant and accelerate time to productivity for new employees giving manufacturers the agility to increase production beyond what was previously possible without having to invest in production equipment or new plants, and reduce the amount and impact of employee attrition. Empowered employees with a growth mindset take extreme ownership of challenges that impact their production goals, creating resilience in the face of disruption.

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.

About QAD and QAD Redzone:

QAD Inc. is a leading provider of adaptive, cloud-based enterprise software and services for global manufacturing companies. Global manufacturers face ever-increasing disruption caused by technology-driven innovation and changing consumer preferences. In order to survive and thrive, manufacturers must be able to innovate and change business models at unprecedented rates of speed. QAD calls these companies Adaptive Manufacturing Enterprises.

QAD Redzone helps to enable QAD’s vision for the Adaptive Enterprise. Labor productivity improvements directly impact efficiency. Productive and empowered employees increase the effective capacity of your plant and accelerate time to productivity for new employees giving manufacturers the agility to increase production beyond what was previously possible without having to invest in production equipment or new plants, and reduce the amount and impact of employee attrition. Empowered employees with a growth mindset take extreme ownership of challenges that impact their production goals, creating resilience in the face of disruption.

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.

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