Principal Engineer, Critical Support
Location
Mexico
Posted
78 days ago
Salary
0
Seniority
Lead
Job Description
Principal Engineer, Critical Support
QAD
• Lead the investigation and resolution of escalated cases using in-depth Root Cause Analysis (RCA) • Act as a problem-solving leader, stepping in to interact directly with customers during critical escalations • Provide consultation and mentoring sessions to Tier 1 and Tier 2 engineers to enhance their technical capabilities • Identify trends to minimize recurring issues and advocate for product enhancements that improve reliability • Partner with Subject Matter Experts (SMEs) and Engineering to implement long-term fixes and process improvements
Job Requirements
- 6+ years of experience in enterprise product support
- Proven track record in advanced troubleshooting and handling high-impact technical tickets
- Demonstrated ability to lead complex investigations and mentor junior technical staff
- Ability to collaborate effectively with cross-functional teams and communicate clearly with customers during high-pressure situations
- Proficiency in debugging and troubleshooting Unix, Windows Servers and network environments
- Programming knowledge in C, C++, Unix scripting, and Progress for issue resolution
- Expertise in Progress DBA tasks, including database optimization, backup/restore, and performance monitoring
- Strong Linux skills and basic SQL knowledge for database queries and troubleshooting
- Experience with QAD product installation, configuration, and administration
- Familiarity with cloud-based systems, SaaS solutions, and integration methodologies
- QAD PKS or other relevant industry certifications are a plus
Benefits
- Employees can work remotely
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