Principal Engineer, Critical Support

**Company Description**
QAD is building a world-class SaaS company, and we are growing. We are looking for talented individuals who want to join us on our mission to help solve relevant real-world problems in manufacturing and the supply chain.
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...