L1 Support Representative

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 Recruitment@Redwood.com