Principal Engineer, Critical Support

QAD • Guadalajara, Jalisco • Posted July 01, 2026

Position Overview

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 ...