L1 Support Representative

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.