[Hiring] Principal Engineer, Critical Support @QAD, Inc.

Role Description

The Critical Support Team (CST) is a specialized group within the organization dedicated to addressing the most complex, high-impact, and recurring customer issues. Acting as a problem-solving hub, the CST is responsible for thoroughly investigating escalated cases and recurring incidents to deliver sustainable, long-term solutions.

The Principal Engineer, Critical Support Team (CST) serves as a senior technical authority and problem-solving leader within the organization. This role is dedicated to addressing the most complex, high-impact, and recurring customer issues, driving systemic improvements to enhance product reliability and customer satisfaction.

As a member of the Critical Support Team, the Principal Engineer:

• Leads the investigation and resolution of escalated cases.
• Performs in-depth root cause analysis (RCA) to uncover and resolve systemic gaps in products and processes.
• Collaborates closely with Subject Matter Experts (SMEs), Engineering, Product Management, and cross-functional teams to implement long-term solutions.
• Mentors team members and develops best practices.
• Contributes to the improvement of support operations and tools.
• Identifies trends and implements strategies to minimize recurring issues.

This position requires exceptional technical expertise, strong problem-solving skills, and a customer-centric mindset. Given the global nature of the team, the Principal Engineer must demonstrate flexibility, adaptability, and resilience to deliver consistent results in a dynamic, fast-paced environment.

CST Engineers must demonstrate flexibility by participating in shift rotations, weekend shifts, and on-call schedules to ensure uninterrupted support for critical cases across different time zones.

Qualifications

• 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 and performing in-depth root cause analysis.
• Hands-on experience in ERP support is highly advantageous.

Requirements

• Proficiency in debugging and troubleshooting Unix, Windows Servers, and network environments.
• Programming knowledge in C, C++, Unix scripting, and Progress.
• Expertise in Progress DBA tasks, including database optimization, backup/restore, and performance monitoring.
• Strong Linux skills and basic SQL knowledge for database queries.
• 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.

Benefits

• Flexible work arrangements, including remote work options.
• Opportunities for professional growth and development.
• Inclusive work environment that values diverse perspectives.