OUR MISSION
At Redwood, we empower our customers with lights-out automation for their mission-critical business processes.
ABOUT US
Redwood Software is the leading orchestration platform for the autonomous enterprise, driving business transformation at the lowest total cost of ownership. Redwood empowers organizations to intelligently automate and orchestrate mission-critical business and IT processes across complex ERP, hybrid cloud, data and emerging agentic AI systems. Through its SaaS-first automation fabric—with AI embedded across the automation lifecycle—Redwood accelerates the path to autonomous operations. Backed by 30 years of experience and trusted by more than 50% of the Fortune 50, Redwood helps organizations unlock human potential to focus on innovation, growth and what’s next.
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
As a Technical Support Engineer, you will play a critical role in ensuring our customers achieve success with Redwood’s automation platform. You will serve as a trusted technical advisor, helping customers troubleshoot complex issues, optimize their environments, and maximize the value of their automation investments.
- Own customer support cases from initial intake through resolution, providing timely, transparent, and professional communication throughout the support lifecycle.
- Troubleshoot and resolve complex technical issues across Redwood solutions, SAP ERP environments, operating systems, databases, APIs, and networked systems.
- Analyze logs, system behavior, integrations, and customer environments to identify root causes and deliver effective solutions.
- Partner closely with customers, Customer Success, Engineering, and Product teams to drive successful outcomes and ensure a world-class support experience.
- Escalate product defects and advanced technical issues to Level 3 Support and Engineering teams following established processes and guidelines.
- Document customer interactions, technical findings, resolutions, and best practices within our support systems and knowledge base.
- Adhere to service level agreements (SLAs) and support processes while maintaining a strong focus on customer satisfaction and business impact.
- Contribute to continuous improvement initiatives that enhance team effectiveness, support processes, knowledge management, and customer experience.
- Share knowledge and collaborate with team members to strengthen the collective expertise of the Technical Support organization.
- Demonstrate ownership, accountability, and a customer-first mindset while working independently and collaboratively in a fast-paced environment.
YOUR EXPERIENCE
- 3+ years of experience in Technical Support, Application Support, Systems Administration, or a related customer-facing technical role.
- Strong troubleshooting experience supporting enterprise applications, SaaS platforms, ERP systems, or business-critical software environments.
- Experience working with SAP ERP environments and troubleshooting integration, automation, or application-related issues.
- Strong Linux/Unix administration and troubleshooting skills; Windows administration experience is also highly valued.
- Working knowledge of scripting and automation technologies such as Java, Shell, Bash, PowerShell, Python, or similar languages.
- Solid understanding of networking fundamentals, including DNS, ports, firewalls, connectivity, and communication protocols.
- Experience with SQL and relational database concepts, including troubleshooting database-related issues.
- Familiarity with API troubleshooting, log analysis, and root cause investigation techniques.
- Proven ability to independently manage customer incidents and escalations from diagnosis through resolution.
- Excellent analytical and problem-solving skills, with the ability to break down complex technical issues and identify root causes.
- Strong written and verbal English communication skills, with the ability to effectively engage both technical and business stakeholders.
- Customer-focused mindset with a demonstrated commitment to customer advocacy, empathy, and service excellence.
- Strong attention to detail, organizational skills, and the ability to manage multiple priorities effectively.
- Self-motivated with a high degree of ownership, accountability, integrity, and follow-through.
- Ability to remain calm under pressure while collaborating effectively within a global team environment.
Preferred Qualifications
- Experience with workload automation, job scheduling, or enterprise automation platforms.
- Experience with Redwood RunMyJobs.
- Knowledge of SAP integrations and automation use cases.
- Experience supporting SaaS applications and hybrid cloud environments.
- Familiarity with ERP platforms and enterprise business processes.
- German language skills are a plus.
This is an excellent opportunity to find and grow within your chosen IT career path. As your skill sets and experience grow so will your opportunities within the team (Level 3 Support Engineer - Guru) and within the company, as you work closely with Development & Engineering and Customer Success.
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
- 3+ years experience in Technical Support, Application Support, Systems Administration, or related customer-facing technical role
- Troubleshooting enterprise applications, SaaS platforms, ERP systems, or business-critical software environments
- Experience working with SAP ERP environments and troubleshooting integrations and automation issues
- Strong Linux/Unix administration and troubleshooting skills
- Windows administration experience
- Working knowledge of scripting and automation (Java, Shell, Bash, PowerShell, Python or similar)
- Solid understanding of networking fundamentals (DNS, ports, firewalls, connectivity, protocols)
- Experience with SQL and relational database concepts and troubleshooting
- Familiarity with API troubleshooting, log analysis, and root cause investigation techniques
- Proven ability to independently manage customer incidents and escalations from diagnosis through resolution
- Excellent analytical and problem-solving skills and ability to engage technical and business stakeholders
- Strong written and verbal English communication skills
- Customer-focused mindset with demonstrated empathy and service orientation
- Strong attention to detail, organizational skills, and ability to manage multiple priorities
- Self-motivated with high ownership, accountability, integrity, and follow-through
- Ability to remain calm under pressure and collaborate within a global team environment
- Experience with workload automation, job scheduling, or enterprise automation platforms
- Experience with Redwood RunMyJobs
- Knowledge of SAP integrations and automation use cases
- Experience supporting SaaS applications and hybrid cloud environments
- Familiarity with ERP platforms and enterprise business processes
- German language skills
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
