Principal Engineer, Critical Support (Guadalajara)

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.
Key Responsibilities
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 Tier1 and Tier2 engineers to enhance their technical capabilities.
Proactive Improvement: Identify trends to minimize recurring issues and advocate for product enhancements that improve reliability.
Cross‐Functional Collaboration: Partner with ...