What is the salary for this Principal Engineer, Critical Support position?

Salary information for this Principal Engineer, Critical Support position is available upon application.

What experience is required for this Principal Engineer, Critical Support role?

This Principal Engineer, Critical Support position requires senior_level of experience.

Where is this Principal Engineer, Critical Support job located?

This Principal Engineer, Critical Support position is located in Mexico City, Mexico.

How do I apply for this Principal Engineer, Critical Support position at QAD | Redzone?

You can apply for this Principal Engineer, Critical Support position by clicking the 'Apply Now' button on this page, which will direct you to the official application portal.

QAD | Redzone•2h ago

Principal Engineer

Mexico City, Mexico

Remote

Senior Level

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Full Job Description

The Principal Engineer, Critical Support Team (CST) at QAD | Redzone leads high-impact problem-solving for complex, recurring customer issues. As a senior technical authority, you will investigate escalated cases, perform in-depth root cause analysis (RCA), and implement sustainable solutions. Collaborate with cross-functional teams—including Engineering, Product Management, and SMEs—to drive systemic improvements in product reliability and customer satisfaction. Key responsibilities include:

Technical Support: Troubleshoot advanced issues (system errors, database optimization, ERP configurations) and resolve escalated cases with long-term fixes.
Incident Handling: Manage critical incidents, prioritize resolutions, and ensure adherence to SLAs. Proactively monitor patterns to prevent recurring issues.
Root Cause Analysis: Conduct detailed RCA reports with actionable insights, influencing product enhancements and development roadmaps.
Training & Development: Mentor junior engineers, develop training materials, and stay updated on QAD/Progress advancements.
Shift Flexibility: Participate in global shift rotations, weekend shifts, and on-call schedules to ensure 24/7 support.
Customer Advocacy: Communicate clearly with stakeholders, explain technical concepts, and foster trust through proactive updates.

Qualifications:

8+ years in enterprise product support, with 5+ years handling critical escalations and RCA.
Hands-on ERP experience (QAD, SAP, Oracle, Dynamics 365) and Progress DBA expertise.
Strong technical skills in Unix, Windows servers, C/C++, Linux, SQL, and cloud/SaaS integration.
Exceptional problem-solving, communication, and customer-centric mindset.

Company

QAD | Redzone

QAD | Redzone is a pioneering SaaS company transforming mid-market manufacturing and supply chains through its intelligent, adaptive platform. We specialize in connecting people, processes, and data i...

Mexico City, Mexico

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