Full-time

Principal Engineer, Critical Support

Posted by QAD • June 04, 2026

📍 Guadalajara, Jalisco, Mexico

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Description

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 ...
            

Job Details

Location Guadalajara, Jalisco
Job Type Full-time
Category Computer Occupations
Posted June 04, 2026
Deadline July 14, 2026

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