Principal Support Engineer

2 meses atrás


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

We are seeking a highly skilled and experienced Technical Support Specialist to join our team at Redwood Software. As a Principal Support Engineer, you will be responsible for providing expert technical assistance to our clients, troubleshooting complex technical issues, and collaborating with cross-functional teams to resolve escalated issues.

Key Responsibilities
  • Technical Expertise: Serve as the primary point of contact for clients seeking technical assistance with our MFT solutions, providing expert guidance and assistance in configuring, optimizing, and maintaining their enterprise MFT deployments.
  • Troubleshooting: Diagnose and troubleshoot technical issues related to file transfer, network protocols, encryption, and databases, identifying areas for improvement and implementing proactive measures.
  • Documentation: Develop and maintain technical documentation, knowledge base articles, and best practices guides for internal and external use.
  • Collaboration: Collaborate with cross-functional teams, including Development and Product Management, to resolve escalated issues and ensure timely resolution.
  • Customer Focus: 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.
Requirements
  • Experience: 8+ years of experience in working with Managed File Transfer solutions, with extensive expertise in networking, certificates, encryption, and databases.
  • Technical Skills: Proficiency in scripting languages (e.g., Python, PowerShell, Bash), knowledge of OOP (JAVA, C#), and experience with Software-as-a-Service (SaaS) delivery models.
  • Communication Skills: Excellent communication skills with the ability to effectively interact with clients, colleagues, and stakeholders at all levels.
  • Problem-Solving Skills: Exceptional problem-solving skills and the ability to thrive in a fast-paced, customer-centric environment.
What We Offer

As a Technical Support Specialist at Redwood Software, you will have the opportunity to work with a talented team of professionals, develop your technical expertise, and make a meaningful impact on our customers' success.


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