Principal Engineer, Critical Support

Full-stack EngineerSoftware EngineerFull TimeRemoteLeadTeam 1,001-5,000Since 1979H1B SponsorCompany SiteLinkedIn

Location

Mexico

Posted

78 days ago

Salary

0

Seniority

Lead

Bachelor Degree6 yrs expEnglishLinuxSQLUnix

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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