Application Support Specialist (Champion AI)

Company Description: QAD | Redzone: The Manufacturing System of Action. Traditional manufacturing relies on "Systems of Record" that only track the past; we provide a System of Action that connects people and data to drive immediate results. We are empowering the frontline with ChampionAI —a digital co-pilot that helps workers solve problems in real-time. We pride ourselves on a collaborative culture where your health, well-being, and ideas are prioritized over hierarchy. Job Description: We are seeking an Application Support Specialist based in Mexico to support our ChampionAI solutions. In this role, you are not just helping customers with their concerns; you are ensuring that our users feel supported and confident. You will focus heavily on responding to user inquiries and tracking internal and external tickets in an AI-driven environment. This is a fully remote role for those with existing work authorization in Mexico. What You’ll Do: Empathetic Problem Solving: Act as the first point of contact for customer issues, providing patience and a customer-centric approach to troubleshooting via email or chat. Bridge to Engineering: Take ownership of reported issues and translate customer feedback into actionable insights for our Engineering team to improve the product. Communication: Translate technical concepts into clear, concise instructions for non-technical ChampionAI users. Trend Analysis: Analyze the support records to identify common friction points Documentation: Collaborate with the product to maintain and improve our user manuals. Qualifications: Education: Bachelor’s degree required. Experience: 5+ years of experience in Application or Technical Support, with a strong emphasis on customer interaction. Communication: Fully proficient in English with the ability to interact with customers professionally. Technical Familiarity: Comfortable using modern tools like Google Workspace, Slack, and Help Desk ticketing systems (Zendesk and/or JIRA), and AI. Bonus Skills: Previous experience in Customer Support, Manufacturing. French as a third language (nice-to-have) Self-Starter Mentality: Ability to stay productive and focused in a remote work environment. Ability to optimize ways of working. Team player: Highly collaborative Why Join QAD? Join a growing business at the forefront of the AI transformation in manufacturing. Participate in a coaching-led culture that values human behavior and professional growth. Competitive compensation packages based on your unique experience and skill set. Additional Information: Your health and well being are important to us at QAD. 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 opportunity, where idea-sharing is always prioritized over level or hierarchy. Compensation packages based on experience and desired skill set About QAD: 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. #LI-Remote