Principal Support Engineer
Skills
Database Management SystemFile TransferIP RoutingInternet Protocol SuiteInterpersonalManaged File TransferTechnical Support
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 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
Nice to have
- AS2, SFTP, and OFTP2 proficiency
- Development experience
Day to day
- 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.