Principal engineer, critical support
Location
guadalajara, jalisco
Job Type
Full-time
Category
Other-General
Posted
May 27, 2026
Job DescriptionThePrincipal Engineerserves as a senior technical authority within theCritical 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-depthRoot 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 toTier 1 and Tier 2 engineersto enhance their technical capabilities.
Proactive Improvement:Identify trends to minimize recurring issues and advocate for product enhancements that improve reliability.
Cross-Functional Collaboration:Partner withSubject Matter Experts (SM...
What you'll do:
Lead Resolution:Drive the investigation and resolution of escalated cases using in-depthRoot 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 toTier 1 and Tier 2 engineersto enhance their technical capabilities.
Proactive Improvement:Identify trends to minimize recurring issues and advocate for product enhancements that improve reliability.
Cross-Functional Collaboration:Partner withSubject Matter Experts (SM...