Principal Engineer, Critical Support

🕒 March 25

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QAD

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1979

🏢 Enterprise

☁️ SaaS

Enterprise • SaaS • Supply Chain

QAD is a company specializing in enterprise resource planning and industrial transformation solutions. Their Adaptive Enterprise platform helps businesses optimize processes, align people with technology, and manage critical business challenges. QAD's offerings include software for manufacturing, inventory management, supply chain planning, quality management, and global trade compliance. Their solutions serve a range of industries, including automotive, consumer products, food and beverage, industrial manufacturing, and more. The company focuses on becoming an adaptive enterprise by integrating advanced scheduling and data-driven insights.

📋 Description

• Lead the investigation and resolution of escalated cases using in-depth Root Cause Analysis (RCA) • Act as a problem-solving leader, stepping in to interact directly with customers during critical escalations • Provide consultation and mentoring sessions to Tier 1 and Tier 2 engineers to enhance their technical capabilities • Identify trends to minimize recurring issues and advocate for product enhancements that improve reliability • Partner with Subject Matter Experts (SMEs) and Engineering to implement long-term fixes and process improvements

🎯 Requirements

• 6+ years of experience in enterprise product support • Proven track record in advanced troubleshooting and handling high-impact technical tickets • Demonstrated ability to lead complex investigations and mentor junior technical staff • Ability to collaborate effectively with cross-functional teams and communicate clearly with customers during high-pressure situations • 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

🏖️ Benefits

• Employees can work remotely