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 Support Trainee is an entry-level position within the Customer Support organization. In this role, you will participate in a structured training program designed to build foundational knowledge of Redwood’s products, support processes, and the technical concepts needed to succeed in a customer-facing technical role. The purpose of the position is to learn, practice, and gradually apply troubleshooting and ticket-handling skills under guided supervision, with the goal of transitioning into a Level 1 Support Representative when ready and when opportunities arise.
- Learn and complete all modules included in the Support Trainee Program, including Redwood product knowledge, support workflows, and troubleshooting methodologies.
- Study and build basic understanding of relevant technologies such as databases, operating systems, networking, APIs, and security fundamentals.
- Successfully complete required knowledge checks, tests, or practical assessments.
- Participate in training sessions, shadowing opportunities, and reviews of real support cases.
- Observe senior agents and Team Leads to understand ticket handling, customer communication, and troubleshooting techniques.
- Learn how to properly document issues following established guidelines.
- Begin handling simple customer inquiries under supervision, progressively increasing autonomy.
- Learn support procedures including SLAs, escalation rules, prioritization, and the end-to-end ticket lifecycle.
- Use internal tools, knowledge bases, and documentation to research answers and support learning.
- Actively collaborate with mentors and team members to track learning progress, clarify questions, and integrate into the team.
YOUR EXPERIENCE
- Studies in Computer Science, Information Technology, or a related field (completed or in progress).
- Familiarity with computer systems and basic troubleshooting concepts.
- Strong interest in technology and willingness to learn technical concepts independently.
- Proficiency in English (written and spoken).
- Previous experience in customer or application support is a plus but not required.
- Exposure to technical environments through coursework, internships, or personal projects is a plus.
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
- Studies in Computer Science, Information Technology, or a related field, completed or in progress
- Familiarity with computer systems and basic troubleshooting concepts
- Strong interest in technology and willingness to learn technical concepts independently
- Proficiency in written and spoken English
- Previous customer or application support experience
- Exposure to technical environments through coursework, internships, or personal projects
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.
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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.
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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.
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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
