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. Your willingness to adapt to these scheduling requirements is crucial for the role.

In a structured team environment, you will be encouraged to engage in continuous learning and regular practice of existing product knowledge. This is necessary to stay prepared for any new challenges that might arise. As a Sr. 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.

• Diagnose and resolve basic technical issues, escalating complex cases to senior team members when required.

• Perform Progress DBA tasks under guidance, such as database monitoring, backups, and basic optimization.

Incident Handling: 

• Manage incoming support requests through ticketing systems and communication channels, ensuring accurate categorization and prioritization.

• Resolve issues within defined Service Level Agreements (SLAs), escalating unresolved incidents appropriately.

• Proactively identify patterns in incidents to suggest preventive measures and reduce repeat occurrences.

Documentation and Knowledge Sharing: 

• Maintain detailed and accurate documentation of troubleshooting steps, resolutions, and best practices for handled cases.

• Contribute to the organization’s knowledge base by documenting verified solutions and reusable resources.

• Develop simple guides or FAQs to empower customers and internal teams with quick access to relevant information.

Customer Engagement and Communication:

• Communicate regularly with customers to provide updates on issue resolution progress and next steps.

• Explain technical concepts clearly and concisely to ensure understanding by both technical and non-technical stakeholders.

• Foster trust and transparency with customers by demonstrating a proactive approach to addressing their concerns.

Collaboration and Teamwork:

• Work closely with peers, team leads, and cross-functional teams, such as R&D and Product Management, to address escalated issues.

• Participate in team discussions to share knowledge, discuss challenges, and contribute to process improvements.

• Leverage expertise from senior team members and collaborate to ensure effective resolution of complex cases.

Shift Coverage and Flexibility:

• Participate in shift rotations, weekend shifts, and on-call schedules to provide uninterrupted global support.

• Adapt to varying scheduling requirements to ensure timely assistance for customers across different time zones.

Any Other Duties as Assigned:

• Fulfill additional responsibilities as needed to support organizational goals and priorities, ensuring alignment with the overall mission of delivering high-quality support.

We are seeking a skilled Salesforce Marketing Cloud Developer to join our growing marketing technology team. The ideal candidate will have a strong command of SFMC, especially in building and managing transactional email journeys, implementing complex dynamic email templates, and working with REST APIs. This role requires technical proficiency as well as the ability to collaborate with cross-functional teams to deliver data-driven marketing solutions.

YOUR ROLE AT SIXT

• Design, build, and optimize automated transactional journeys using Journey Builder
• Develop and maintain dynamic email templates using AMPscript and SSJS
• Integrate SFMC with external systems via REST API, ensuring seamless data flow
• Create and manage sender profiles, delivery profiles, and subscription centers
• Write efficient and optimized SQL queries in Automation Studio for segmentation and data manipulation
• Utilize Data Views for reporting and data extraction
• Ensure compliance with data privacy laws and email best practices
• Troubleshoot and resolve technical issues within SFMC
• Collaborate with CRM, analytics, and marketing teams to align email marketing strategies with business goals.

Role purpose:

• Primary owner of liquidation and collections in Division
• Focus on the required demand generation activity with farmers for the growth of revenue from the sales region.
• Lead team of Territory Managers
• Plan, execute and supervise demand generation activities to dive liquidation
• Target achievement (value, volume), timely collections
• Handle channel inventory
• Phasing, FIFO, Forecasting
• Build and develop relationships with key channel partners
• Identify the right target segments and focus on the grower value propositions which are supported by the required marketing promotional activities.
• Empower and mentor team members
• Managed cross-functional stakeholder relationships
• For seamless operations and support LTO

Accountabilities:

• Business accountabilities at the sales region Level.
• Build and Execute the Sales plan and modus operandi to deliver the sales target for the responsible geography.
• Execute a plan for the growth of the responsible geography, increase market share, and lead growth.
• Ensure that the right people are available to deliver the business aspiration. Have a fully motivated, engaged, and energized workforce.
• Support the Division Managers in improving business contribution and profitable growth through a mechanism of better forecasting and reduced day sales outstanding.
• Deliver a strong channel engagement and campaign plan along with executing the Go-To-Market Strategy for effective business success.
• Ensure demand generation through FTPs, Farm Days, etc.
• Manage relationships with cross-functional teams for support – finance, supply, HR, marketing, etc.
• Any other responsibilities as assigned by a senior manager from time to time including Country/Division projects.