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 a referent on Managed File Transfer (MFT) in general, you will play a crucial role in building internal enablement for customer-facing teams and collaborating with our Product and Engineering team to improve our MFT products.

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 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.
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.
About Redwood Software

At Redwood Software, we unleash human potential by empowering our customers with lights-out automation for their mission-critical business processes. We believe in the transformative power of automation and are committed to delivering unparalleled solutions that orchestrate, manage, and monitor workflows across any application, service, or server – in the cloud or on premise – with confidence and control.

Our core values include One Team. One Redwood, Make Your Own Weather, Obsess over Customer Success, Work the Problem, Be Curious, Own the Outcome, and Respect Each Other.

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