Principal Engineer, Critical Support

Responsibilities

• 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.
• 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 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.
• Soft Skills:
• Strong analytical and problem-solving abilities.
• Exceptional communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Customer-focused mindset with a commitment to delivering high-quality service.
• About QAD:
• #LI-Remote

Benefits

Additional Information

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.

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