QAD

Principal Engineer, Critical Support

QAD

full-time

Posted on:

Location Type: Remote

Location: Mexico

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Job Level

Lead

Tech Stack

CloudLinuxSQLUnix

About the role

  • Perform advanced troubleshooting for complex technical issues
  • Take ownership of escalated cases
  • Collaborate with cross-functional teams to identify and resolve technical gaps
  • Manage incoming escalations
  • Drive incident resolution by engaging with relevant teams
  • Maintain clear communication
  • Ensure clear and consistent escalation protocols
  • Maintain detailed documentation of all troubleshooting steps
  • Develop comprehensive playbooks, guides, and FAQs
  • Investigate recurring issues to identify root causes
  • Prepare in-depth RCA reports
  • Act as a customer advocate during product discussions
  • Assist in developing and delivering training materials
  • Participate in shift rotations, weekend shifts, and on-call coverage
  • Communicate effectively with customers and partners
  • Foster trust and transparency with customers

Requirements

  • A Bachelor’s Degree in Information Technology, Computer Science, or a related field
  • Equivalent experience will be considered.
  • 8+ years of relevant experience in supporting enterprise products
  • 5+ years of experience handling critical escalations
  • Hands-on experience in ERP support
  • Proficiency in debugging and troubleshooting Unix, Windows Servers and network environments.
  • Programming knowledge in C, C++, Unix scripting, and Progress
  • Strong Linux skills and basic SQL knowledge
  • Familiarity with cloud-based systems, SaaS solutions, and integration methodologies.
  • QAD PKS or other relevant industry certifications are a plus.
Benefits
  • Flexible work arrangements
  • Professional development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
debuggingtroubleshootingUnixWindows Serversnetwork environmentsCC++Unix scriptingProgressSQL
Soft Skills
communicationcollaborationownershipcustomer advocacytrusttransparencydocumentationtraining developmentincident resolutionproblem-solving
Certifications
Bachelor’s Degree in Information TechnologyBachelor’s Degree in Computer ScienceQAD PKS