Principal Engineer, Critical Support

Job 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, performing in-depth root cause analysis (RCA) to uncover and resolve systemic gaps in products and processes. This role goes beyond troubleshooting by co...