Full-Time Principal Support Engineer
QAD, Inc. is hiring a remote Full-Time Principal Support Engineer. The career level for this job opening is Expert and is accepting Mumbai, India based applicants remotely. Read complete job description before applying.
QAD, Inc.
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Critical Support Team (CST): Specialized team for complex, high-impact, recurring customer issues.
Principal Engineer responsibilities: Investigate and resolve escalated cases, perform root cause analysis (RCA), collaborate with SMEs, Engineering, Product Management.
Mentoring and Development: Mentors team members, develops best practices, improves support operations and tools, prevents issues proactively, and enhances operational efficiency.
Technical Support and Troubleshooting: Advanced troubleshooting of complex technical issues, system errors, database optimization, performance tuning, application debugging.
Incident Handling: Manage escalations, critical incidents, accurate prioritization, categorization, incident resolution, communication.
Documentation and Knowledge Sharing: Detailed documentation, comprehensive playbooks, guides, FAQs, knowledge base contributions, training frontline teams.
Customer Engagement and Communication: Effective communication, clear explanation of technical concepts, proactive approach, timely issue resolution.
Root Cause Analysis and Product Improvement: Investigate recurring issues for root causes and systemic gaps, collaborating with Engineering, prepare RCA reports, customer advocate, product feedback.
Training and Development: Develop and deliver training materials, mentor junior team members, stay updated on developments.
Shift Coverage and Flexibility: Shift rotations, weekend shifts, on-call schedules.
Education: Bachelor's degree in IT, Computer Science, or related field; equivalent experience considered.
Experience: 8+ years of supporting enterprise products; resolving complex technical issues; delivering exceptional customer support. 5+ years in critical escalations, high-impact cases, and in-depth RCA.
Technical Skills: Proficiency in debugging, troubleshooting Unix, Windows, networks, programming knowledge (C, C++, Unix scripting, Progress), Progress DBA tasks (optimization, backup/restore, monitoring), strong Linux skills, basic SQL, QAD product installation, cloud systems, SaaS, integrations.
Soft Skills: Strong analytical and problem-solving abilities, exceptional communication skills, customer-centric mindset, and a commitment to delivering high-quality service.
Compensation: Competitive compensation based on experience and skill set.