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Principal Support Engineer

2 months ago

Frisco, Texas, United States Redwood Software Full time
About the Role

We are seeking a highly skilled Principal Support Engineer to join our Technical Support department at Redwood Software. As a key member of our team, you will be responsible for providing expert technical assistance to our customers and internal stakeholders.

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.
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.
What We Offer

We offer a dynamic and supportive work environment, opportunities for growth and development, and a competitive compensation package.

How to Apply

If you are a motivated and experienced technical professional looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information].