Company Description
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.

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 [user prompt].
- 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.
- Programming knowledge in C, C++, Unix scripting, and Progress for issue resolution.
- Expertise in Progress DBA t

📌 Principal Engineer, Critical Support (Guadalajara)
🏢 Qad
📍 Guadalajara