Remote Principal Support Engineer Job in Raleigh-Durham-Chapel Hill Redwood Software

Who you are

• 8+ years of experience in working with Managed File Transfer solutions
• Extensive expertise in networking, certificates, encryption, and databases
• Detailed knowledge of TCP/IP stack, NAT, IP routing, and file transfer protocols
• Ability to install and troubleshoot certificate-based authentication
• Experience with SaaS delivery models
• Proficiency in scripting languages (e.g., Python, PowerShell, Bash) and knowledge of OOP (JAVA, C#)
• Ability to communicate confidently with customers 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
• Project effective written and interpersonal communication skills
• Show a positive and caring attitude toward customers
• 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
• Certifications such as CISSP or CFTP are a plus

Desirables

• AS2, SFTP, and OFTP2 proficiency
• Development experience

What the job involves

• 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.