Principal Engineer, Critical Support (Guerrero)

Organization Overview

QAD is building a world‑class SaaS company, and we are growing. We are looking for talented individuals who want to join us on our mission to help solve relevant real‑world problems in manufacturing and the supply chain.

This position requires candidates to be based in Mexico; you can work remotely from your home office.

Job Description

The Principal Engineer serves as a senior technical authority within the Critical Support Team (CST). You will lead the investigation of the most complex, high‑impact, and recurring customer issues to deliver sustainable, long‑term solutions. This role bridges the gap between troubleshooting and systemic product improvement by collaborating with Engineering and Product Management.

What You’ll Do
- Lead Resolution: Drive the investigation and resolution of escalated cases using in‑depth Root Cause Analysis (RCA).
- Technical Authority: Act as a problem‑solving leader, stepping in to interact directly with customers during critical escalations.
- Mentorship: Provide consultation and mentoring sessions to Tier 1 and Tier 2 engineers to enhance their technical capabilities.
- Proactive Improvement: Identify trends to minimize recurring issues and advocate for product enhancements that improve reliability.
- Cross‑Functional Collaboration: Partner with Subject Matter Experts (SMEs) and Engineering to implement long‑term fixes and process improvements.

Qualifications
- Experience: 6+ years of experience in enterprise product support.
- Technical Expertise: Proven track record in advanced troubleshooting and handling high‑impact technical tickets.
- Leadership: Demonstrated ability to lead complex investigations and mentor junior technical staff.
- Communication: Ability to collaborate effectively with cross‑functional teams and communicate clearly with customers during high‑pressure situations.

Technical Skills
- Proficiency in debugging and troubleshooting Unix, Windows Servers, and network environments.
- Pro Postúlate en Kit Empleo: kitempleo.com.mx/empleo/5uv21j