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

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

Principal Engineer, Critical Support

Key skills