Principal Support Engineer

Há 3 dias


São Paulo, São Paulo, Brasil Redwood Software Tempo inteiro
About the Role

We are seeking a highly skilled Principal Support Engineer to join our Technical Support department at Redwood Software. As a technical expert on our product and MFT solutions, you will be responsible for providing expert guidance and assistance to clients in configuring, optimizing, and maintaining their enterprise MFT deployments.

Key Responsibilities
  • 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.
Requirements
  • 8+ years of experience in working with Managed File Transfer solutions.
  • 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.
  • Ability to install and troubleshoot certificate-based authentication.
  • Experience with Software-as-a-Service (SaaS) delivery models.
  • Proficiency in scripting languages (e.g., Python, PowerShell, Bash) and knowledge of OOP (JAVA, C#).
  • Ability to communicate confidently with customers using perfect written and spoken English in technically deep conversations.
What We Offer

As a Principal Support Engineer at Redwood Software, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer support. We offer a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.


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