QAD | Redzone•2h ago
LinkedIn
Principal Engineer
Guadalajara, Mexico Metropolitan Area
Remote
Senior Level
Full Job Description
The Principal Engineer, Critical Support role at QAD | Redzone is a senior leadership position within the Critical Support Team (CST). You will serve as a technical authority, investigating and resolving the most complex, high-impact, and recurring customer issues to deliver sustainable solutions. This role bridges troubleshooting and systemic product improvement by collaborating with Engineering and Product Management. Key responsibilities include:
- Lead Resolution: Drive in-depth Root Cause Analysis (RCA) to resolve escalated cases and ensure long-term fixes.
- Technical Authority: Lead problem-solving, interacting directly with customers during critical escalations.
- Mentorship: Provide technical guidance and mentorship to Tier 1 and Tier 2 engineers to enhance their skills.
- Proactive Improvement: Identify recurring issues and advocate for product enhancements to improve reliability.
- Cross-Functional Collaboration: Partner with Subject Matter Experts (SMEs) and Engineering to implement process improvements.
Qualifications:
- Experience: 6+ years in enterprise product support.
- Technical Expertise: Advanced troubleshooting, Unix, Windows servers, network environments, and programming in C/C++, Unix scripting, and Progress.
- Leadership: Ability to lead complex investigations and mentor junior technical staff.
- Communication: Strong collaboration with cross-functional teams and clear communication with customers during high-pressure situations.
Company
QAD | Redzone
QAD | Redzone is a cutting-edge Manufacturing AI platform designed specifically for mid-market manufacturers. We empower these industry leaders by integrating AI directly into their ERP systems, workf...
Guadalajara, Mexico Metropolitan Area
Posted on LinkedIn