Principal Engineer, Critical Support

Note:
This role is open only to candidates located in Pune as our support operations are based there. 

The selected candidate will be expected to follow a hybrid work model, requiring on-site presence 3–4 days a week.

Shift Timings: Rotational between two shifts –

• EMEA Shift: 12 PM to 11 PM

• North America Shift: 5 PM to 3 AM

(Any 9-hour shift within these timeframes, as per business requirements)

The Principal Customer Response Manager  (CRM) is a specialized individual contributor role within the Global Support organization, responsible for owning and managing critical customer account escalations from onset through stabilization and closure. This role acts as the single point of accountability within Support for escalated accounts, ensuring issues are addressed with urgency, structure, and ...