Principal Support Engineer

Important: We have been made aware that individuals are posing as Redwood recruiters in an attempt to deceive candidates into sharing personal information. Redwood employees will only contact you from an “@redwood.com” email domain. If you have questions or suspect an email is fraudulent, please contact us at recruitment@redwood.com . OUR MISSION At Redwood Software we unleash human potential. We empower our customers with lights-out automation for their mission-critical business processes. Redwood Software is the leader in full stack automation for mission-critical business processes. With the first SaaS-based composable automation platform specifically built for ERP, we believe in the transformative power of automation. Our unparalleled solutions empower organizations to orchestrate, manage and monitor their workflows across any application, service or server – in the cloud or on premise – with confidence and control. CORE VALUES One Team. One Redwood Make Your Own Weather Obsess over Customer Success Work the Problem Be Curious Own the Outcome Respect Each Other YOUR IMPACT We are looking for highly motivated individuals with a passion for technology to join our Technical Support department and be part of an energetic team that lives to make customers successful. As a Principal Support Engineer, you’ll be seen as the technical expert on the product and as a referent on MFT in general. You'll help build internal enablement for customer-facing teams and work closely with our Product and Engineering team to improve our MFT products. In this position, you will interact with tech-savvy individuals both internally (Product & Engineering) and externally (Customers & Partners), as well as business owners, so you will need to be able to have a deeply technical discussion and translate that into a high-level business discussion.

• Serve as the primary point of contact for clients seeking technical assistance with our MFT solutions.
• Diagnosed and troubleshot 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.
• Exceptional problem-solving skills and the ability to thrive in a fast-paced, customer-centric environment.
• Excellent communication skills with the ability to effectively interact with clients, colleagues, and stakeholders at all levels.
• Hands-on experience with scripting languages (e.g., Python, PowerShell, Bash) for automation and customization.
• Understanding of Object-Oriented languages like JAVA or C# and the ability to read and understand code to pinpoint areas causing issues or bugs.
• Strong understanding of Software-as-a-Service (SaaS) delivery models and cloud-based architectures.
• Proficiency in network protocols, encryption algorithms, and database management systems.
• Goal Orientation/Task Dependability
• Expert knowledge of Windows/Unix
• Work Ethic, Positive Attitude, and Follow Through

• 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.