Lead MFT Solutions Engineer

2 meses atrás

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

We are seeking a highly skilled and experienced Principal Support Engineer to join our Technical Support department at Redwood Software. As a technical expert on our product and a referent on Managed File Transfer (MFT) solutions, you will play a critical role in helping our customers succeed.

Key Responsibilities
  • 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 a few times a year, and ensure their issues are resolved promptly.
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.
  • AS2, SFTP, and OFTP2 are highly desirable.
  • 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.
  • Prior experience in technical support and customer service.
  • Experience in troubleshooting and solving complex technical problems.
  • Customer focus and advocacy, empathy, and keen attention to detail.
  • 10+ years of experience in a customer or application support role, with a technology or computer science-related degree and work experience as a system administrator; development experience is a plus.
  • Excellent analytical skills and ability to take complex problems piece by piece until the root cause is found.
  • Project effective written and interpersonal communication skills, be even-tempered, and show a positive and caring attitude toward customers, including the ability to say "no" when needed.
  • Huge sense of accountability to own the problem & tasks until a solution is reached.
  • Experience communicating between non-tech-savvy individuals and development-level experts to ensure both parties understand each other.
  • Certifications such as "Certified Information Systems Security Professional" (CISSP) or "Certified File Transfer Professional" (CFTP) are a plus.
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 experiences. You will be part of a dynamic and fast-paced environment that values innovation, collaboration, and continuous learning.

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