Principal Support Engineer, Critical Support Team - Remote

Overview

The Principal Support Engineer in the Critical Support Team is responsible for addressing complex customer issues, driving improvements in product reliability, and enhancing customer satisfaction through effective problem-solving and collaboration.

In Short

• Lead investigation and resolution of escalated customer issues.
• Perform in-depth root cause analysis to identify systemic gaps.
• Collaborate with cross-functional teams for long-term solutions.
• Mentor team members and develop best practices.
• Manage critical incidents and ensure adherence to SLAs.
• Maintain documentation of troubleshooting steps and resolutions.
• Communicate effectively with customers regarding issue resolution.
• Participate in shift rotations and on-call schedules.
• Assist in training and developing team members.
• Contribute to the improvement of support operations and tools.

Requirements

• Bachelor’s Degree in IT, Computer Science, or related field.
• 8+ years of experience in enterprise product support.
• 5+ years handling critical escalations and root cause analysis.
• Experience with ERP products like QAD, SAP, or Oracle ERP.
• Proficiency in Unix, Windows Servers, and database optimization.
• Strong analytical and problem-solving skills.
• Exceptional communication skills.
• Customer-focused mindset.

Benefits

• Programs for work-life balance.
• Opportunity to join a growing business.
• Collaborative culture with supportive colleagues.
• Growth and opportunity atmosphere.
• Compensation packages based on experience.