Principal Support Engineer
4 semanas atrás
At Redwood Software, we empower our customers with lights-out automation for their mission-critical business processes. We believe in the transformative power of automation and strive to provide unparalleled solutions for our clients.
CORE VALUES
One Team. One Redwood
Make Your Own Weather
Obsess over Customer Success
Work the Problem
Be Curious
Own the Outcome
Respect Each Other
YOUR IMPACT
We are seeking a highly motivated individual with a passion for technology to join our Technical Support department. As a Principal Support Engineer, you will be seen as the technical expert on the product and as a referent on MFT in general. You will help build internal enablement for customer-facing teams and work closely with our Product and Engineering team to improve our MFT products.
- Serve as the primary point of contact for clients seeking technical assistance with our MFT solutions.
- Diagnose and troubleshoot technical issues related to file transfer, network protocols, encryption, and databases.
- Provide expert guidance and assistance to clients in configuring, optimizing, and maintaining their enterprise MFT deployments.
- Collaborate with cross-functional teams, including Development and Product Management, to resolve escalated issues and ensure timely resolution.
- Develop and maintain technical documentation, knowledge base articles, and best practices guides for internal and external use.
- Continuously monitor and evaluate system performance, security, and scalability, identifying areas for improvement and implementing proactive measures.
- Closely work with assigned Enterprise customers to review their environments, provide insights, and recommendations, review their support history, and ensure their issues are resolved promptly.
YOUR EXPERIENCE
We are looking for a candidate with 8+ years of experience in working with Managed File Transfer solutions. The ideal candidate will have extensive expertise in networking, certificates, encryption, and databases, including the ability to analyze performance-related issues on the application, network, or database. Detailed knowledge of TCP/IP stack, NAT, IP routing, and file transfer protocols is highly desirable. Ability to install and troubleshoot certificate-based authentication, experience with Software-as-a-Service (SaaS) delivery models, and proficiency in scripting languages (e.g., Python, PowerShell, Bash) are also required. Additionally, the candidate should have excellent analytical skills, ability to take complex problems piece by piece until the root cause is found, and effective written and interpersonal communication skills.
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