Principal Engineer, Critical Support

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Oversee the investigation and resolution of escalated cases utilizing comprehensive Root Cause Analysis (RCA).

• Serve as a problem-solving leader, engaging directly with customers during critical escalation scenarios.

• Offer consultation and mentoring sessions to Tier 1 and Tier 2 engineers to enhance their technical skills.

• Recognize trends to reduce recurring issues and advocate for product improvements that enhance reliability.

• Collaborate with Subject Matter Experts (SMEs) and Engineering to implement long-term solutions and process enhancements.

⛳️ Requirements

• Minimum of 6 years of experience in enterprise product support.

• Proven expertise in advanced troubleshooting and managing high-impact technical tickets.

• Demonstrated capability to lead complex investigations and mentor junior technical personnel.

• Ability to work collaboratively with cross-functional teams and communicate effectively with customers in high-pressure situations.

• Proficient in debugging and troubleshooting Unix, Windows Servers, and network environments.

• Programming experience in C, C++, Unix scripting, and Progress for resolving issues.

• Proficiency in Progress DBA tasks, including database optimization, backup/restore, and performance monitoring.

• Strong skills in Linux and basic knowledge of SQL for database queries and troubleshooting.

• Experience in QAD product installation, configuration, and administration.

• Understanding of cloud-based systems, SaaS solutions, and integration methodologies.

• QAD PKS or other relevant industry certifications are advantageous.

🏝️ Benefits

• Employees have the option to work remotely.