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.
This position requires candidates to be based in Mexico; you can work remotely from your Home office.
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 to Tier 1 and Tier 2 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 Subject Matter Experts (SMEs) and Engineering to implement long-term fixes and process improvements.
Technical Expertise: Proven track record in advanced troubleshooting and handling high-impact technical tickets.
Communication: Ability to collaborate effectively with cross-functional teams and communicate clearly with customers during high-pressure situations.
Programming know.