OUR MISSION
At Redwood, we empower our customers with lights-out automation for their mission-critical business processes.
ABOUT US
Redwood Software is the leader in full stack automation fabric solutions 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 you to orchestrate, manage and monitor your workflows across any application, service or server — in the cloud or on premises — with confidence and control.
Redwood’s global team of automation experts and customer success engineers provide solutions and world-class support designed to give you the freedom and time to imagine and define your future. Get out of the weeds and see the forest, with Redwood Software.
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
The Level 1 Support Representative is an early-career technical support professional who delivers high-quality technical support to Redwood customers by managing customer inquiries, performing initial troubleshooting, and resolving routine to moderately complex issues. As the first line of customer interaction, this role ensures an excellent support experience through clear communication, accurate documentation, adherence to SLAs, and strong troubleshooting skills. The L1 support representative follows established processes and collaborates with internal teams. This role focuses on developing product knowledge, strengthening diagnostic skills, and building confidence in handling customer cases with growing autonomy.
- Manage incoming customer tickets with moderate autonomy, ensuring timely responses, clear communication, and accurate updates.
- Perform initial troubleshooting and gather required information to diagnose issues.
- Escalate cases appropriately according to established timelines and guidelines when additional expertise is needed.
- Document all interactions and findings clearly and accurately.
- Participate in customer calls to clarify issues or assist with basic troubleshooting.
- Support queue health through prioritization and workload organization ensuring to meet SLA requirements.
- Learn Redwood products, features, and support workflows while developing baseline technical expertise.
- Participates in team meetings, knowledge-sharing discussions, and continuous improvement initiatives.
- Stay up to date on product releases, configuration changes, new features, and known issues.
YOUR EXPERIENCE
- 2–3 years of customer or application technical support experience.
- Technical degree in Computer Science, IT, Engineering, or equivalent practical experience.
- Strong troubleshooting skills across operating systems (Windows/Linux), SQL databases, APIs/web services, and basic networking.
- Advanced scripting experience
- Experience with one or multiple programming languages
- Ability to learn new technologies quickly and follow structured troubleshooting steps.
- Strong written and verbal communication skills in English.
If you like growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
THE LEGAL BIT
Redwood is an equal opportunity employer. Redwood prohibits unlawful discrimination based on race, colour, religion, sex, gender identity, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), sexual orientation, pregnancy or any other consideration made unlawful by regional or local laws. We also prohibit discrimination based on a perception that anyone has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics. All such discrimination is unlawful and will have a zero tolerance policy applied to it.
Redwood will comply with all local data protection laws, including GDPR when it comes to the handling and processing of personal data. Should you wish for us to remove your personal data from our recruitment database, please email us directly at [email protected]
Skills Required
- 2-3 years of customer or application technical support experience
- Technical degree in Computer Science, IT, Engineering, or equivalent practical experience
- Strong troubleshooting skills across operating systems, SQL databases, APIs/web services, and basic networking
- Advanced scripting experience
- Experience with one or multiple programming languages
- Strong written and verbal communication skills in English
Redwood Software Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Redwood Software and has not been reviewed or approved by Redwood Software.
-
Fair & Transparent Compensation — Pay is characterized as competitive or above average, with broad satisfaction around compensation and benefits. Earnings potential is portrayed as particularly strong in customer-facing revenue roles, reinforcing a positive total-rewards baseline.
-
Healthcare Strength — Health coverage is described as especially strong in the U.S., including instances of fully employer-paid insurance. Medical value is framed as a standout element of the overall package even when plan choice is narrower.
-
Retirement Support — Retirement benefits are characterized as notably strong, with a frequently highlighted and “fantastic” 401(k) match. This strengthens the perceived long-term value of the package beyond cash compensation.
Redwood Software Insights
What We Do
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
