Principal engineer, critical support

Organization Overview Company Description QAD is building a world-class Saa S 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 Engineerserves 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 d...