Principal engineer, critical support

Job Description
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 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 ...