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MISSION
At Redwood Software, we unleash human potential.
We empower our customers with lights-out automation for their mission-critical business processes.
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.
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
We are looking for highly motivated individuals to join our Technical Support department and be part of an energetic team that assists our customers in a timely, accurate, and friendly manner with their questions about our products.
As many of our customers are administrators, administrator level knowledge of Windows OS (UNIX knowledge is a plus) is required for the Technical Support Engineer position.
The successful candidate will also have excellent interpersonal communication skills, be even-tempered, and project a positive, customer-focused attitude.
Manage customer cases in a timely and transparent fashion Document customer interactions (Zendesk) Assist with managing customer relationships Follow the technical support processes Adhere to Service Level Agreements Assist other team members with troubleshooting Escalate issues to Level 3 Support engineers following the established guidelines Participate in Technical Support Meetings Lead internal projects to improve team performance YOUR EXPERIENCE
3+ years of IT Consulting or IT Administrator experience in a customer or application-facing support role
Experience troubleshooting and solving complex technical problems
Strong written and verbal communication skills with technical topics
Experience with Linux & Windows at an admin level
Experience with Database engines
Advanced knowledge of Networking
Ability to understand and augment code in Java or other object-oriented design language
Experience and understanding of API usage, including REST and SOAP
Knowledge of communication protocols, including HTTP, FTP, and SSH
Excellent time management and task management skills
Experience or an understanding of SaaS solutions & integrations
Knowledge of one or more Cloud providers (AWS, Azure, GCP, etc.
)
Demonstrate accountability to own the cases & tasks until a solution is reached.
Knowledge of ERP products is a plus (e.g.
SAP)
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.
*Please note, this is a contractor role through our Agency of Record.
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