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Principal Engineer, Critical Support

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QAD
📍 Guadalajara, Mexico
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Location Guadalajara
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Posted June 04, 2026
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Commute Local Area
🎯
Local Opportunity Near You!

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Job 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 ...

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    📍 Location Details

    🌆
    City
    Guadalajara
    🗺️
    Country
    Mexico
    🚗
    Commute
    Local Area

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