Principal Engineer, Critical Support

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. 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 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. QAD | Redzone is redefining manufacturing and supply chains through its intelligent, adaptive platform that connects people, processes, and data into a single System of Action. With three core pillars — Redzone (frontline empowerment), Adaptive Applications (the intelligent backbone), and Champion AI (Agentic AI for manufacturing) — QAD | Redzone helps manufacturers operate with Champion Pace , achieving measurable productivity, resilience, and growth in just 90 days. QAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background. QAD’s DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. About QAD: QAD | Redzone is redefining manufacturing and supply chains through its intelligent, adaptive platform that connects people, processes, and data into a single System of Action. With three core pillars — Redzone (frontline empowerment), Adaptive Applications (the intelligent backbone), and Champion AI (Agentic AI for manufacturing) — QAD | Redzone helps manufacturers operate with Champion Pace , achieving measurable productivity, resilience, and growth in just 90 days. QAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background. QAD’s DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. #LI-Remote