Principal Engineer, Critical Support

Company DescriptionQAD 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... 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. This position requires candidates to be based in Mexico; you can work remotely from your Home office. Job Description 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 S