Principal Support Engineer, Critical Support Team

The Critical Support Team (CST) is a specialized group within the organization dedicated to addressing the most complex, high-impact, and recurring customer issues. Acting as a problem-solving hub, the CST is responsible for thoroughly investigating escalated cases and recurring incidents to deliver sustainable, long-term solutions.

The Principal Engineer, Critical Support Team (CST) serves as a senior technical authority and problem-solving leader within the organization. This role is dedicated to addressing the most complex, high-impact, and recurring customer issues, driving systemic improvements to enhance product reliability and customer satisfaction.

As a member of the Critical Support Team, the Principal Engineer leads the investigation and resolution of escalated cases, performing in-depth root cause analysis (RCA) to uncover and resolve systemic gaps in products and processes. This role goes beyond troubleshooting by collaborating closely with Subject Matter Experts (SMEs), Engineering, Product Management, and cross-functional teams to implement long-term solutions and advocate for product and process enhancements.

The Principal Engineer is instrumental in mentoring team members, developing best practices, and contributing to the improvement of support operations and tools. With a focus on proactive issue prevention, this role identifies trends and implements strategies to minimize recurring issues while enhancing operational efficiency.

This position requires exceptional technical expertise, strong problem-solving skills, and a customer-centric mindset. Given the global nature of the team, the Principal Engineer must demonstrate flexibility, adaptability, and resilience to deliver consistent results in a dynamic, fast-paced environment.

Given the global nature of our support operations, CST Engineers must demonstrate flexibility by participating in shift rotations, weekend shifts, and on-call schedules. This ensures uninterrupted support for critical cases and consistent resolution of urgent customer needs across different time zones. Adaptability, resilience, and the ability to thrive under pressure are essential for success in this role.

Technical Support and Troubleshooting:

• Perform advanced troubleshooting for complex technical issues, including system errors, database optimization, performance tuning, and application debugging.

• Take ownership of escalated cases, ensuring efficient root cause analysis and long-term resolution.

• Collaborate with cross-functional teams to identify and resolve technical gaps, ensuring alignment with customer needs and expectations.

Incident Handling:

• Manage incoming escalations and critical incidents through established ticketing systems, ensuring accurate prioritization and categorization.

• Drive incident resolution by engaging with relevant teams, maintaining clear communication, and adhering to established Service Level Agreements (SLAs).

• Proactively monitor and analyze incident patterns to identify recurring issues and recommend preventive measures.

• Ensure clear and consistent escalation protocols for unresolved or systemic issues, partnering with Engineering and Product teams as needed.

Documentation and Knowledge Sharing:

• Maintain detailed documentation of all troubleshooting steps, resolutions, and root cause findings for escalated cases.

• Develop comprehensive playbooks, guides, and FAQs to support both internal teams and customers in addressing similar issues effectively.

• Contribute to the organizational knowledge base by documenting verified solutions and sharing insights from critical incidents.

• Assist in training and mentoring frontline support teams to improve their ability to handle complex or recurring issues.

Customer Engagement and Communication:

• Communicate effectively with customers and partners to provide regular updates on issue resolution progress.

• Explain technical concepts clearly and concisely, ensuring that both technical and non-technical stakeholders understand the issue and the resolution.

• Foster trust and transparency with customers by maintaining a proactive approach and ensuring their concerns are addressed promptly.

Root Cause Analysis and Product Improvement

• Investigate recurring issues to identify root causes and systemic gaps, collaborating with Engineering for sustainable fixes.

• Prepare in-depth RCA reports with actionable insights, outlining long-term preventive measures.

• Act as a customer advocate during product discussions, providing feedback on recurring pain points to influence future product enhancements.

• Partner with Product Management to incorporate RCA findings into development roadmaps and ensure alignment with customer expectations.

Training and Development:

• Assist in developing and delivering training materials and sessions to enhance the skills and technical knowledge of team members.

• Mentor junior team members, providing guidance on complex cases and fostering a collaborative and growth-oriented team environment.

• Stay updated on the latest developments in QAD and Progress products, engaging in continuous learning to improve personal expertise.

Shift Coverage and Flexibility:

• Participate in shift rotations, weekend shifts, and on-call coverage to provide uninterrupted global support.

• Adapt to varying scheduling requirements to ensure timely assistance for customers in different time zones.

Any Other Duties as Assigned:

• Fulfill additional responsibilities as needed to support organizational goals and priorities, ensuring alignment with the overall mission of delivering high-quality support.