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 Critical Support Team (CST) is a specialized group within the organization dedicated to addressing the most complex, high-impact, and recurring customer issues. Acting as a problem-solving hub, the CST is responsible for thoroughly investigating escalated cases and recurring incidents to deliver sustainable, long-term solutions.
The Principal Engineer, Critical Support Team (CST) serves as a senior technical authority and problem-solving leader within the organization. This role is dedicated to addressing the most complex, high-impact, and recurring customer issues, driving systemic improvements to enhance product reliability and customer satisfaction.
As a member of the Critical Support Team,
the Principal Engineer leads the investigation and resolution of escalated cases, performing in-depth root cause analysis (RCA) to uncover and resolve systemic gaps in products and processes. This role goes beyond troubleshooting by collaborating closely with Subject Matter Experts (SMEs), Engineering, Product Management, and cross-functional teams to implement long-term solutions and advocate for product and process enhancements.
The Principal Engineer is instrumental in mentoring team members, developing best practices, and contributing to the improvement of support operations and tools. With a focus on proactive issue prevention, this role identifies trends and implements strategies to minimize recurring issues while enhancing operational efficiency.
This position requires exceptional technical expertise, strong problem-solving skills, and a customer-centric mindset. Given the general nature of the team, the Princip
📌 Principal Engineer, Critical Support (Ciudad de México)
🏢 Qad
📍 Ciudad de México
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