Support Engineer

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

OUR 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 communications 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 the team performance 

YOUR EXPERIENCE 

• 3+ years of experience in a customer or application support role, with a technology or computer science-related degree; work experience as a system administrator is a plus

• Excellent analytical skills and ability to take complex problems piece by piece until the root cause is found

• Project effective written and interpersonal communications skills, be even-tempered, show a positive and caring attitude towards customer

• Huge sense of accountability to own the cases & tasks until a solution is reached

• Familiarity with a range of enterprise software solutions, including Windows and SQL, and be comfortable in conversations with IT professionals and technical customers

• Ability to communicate confidently with customers using perfect written and spoken English technically deep conversations

• Experience troubleshooting and solving complex technical problems

• Customer advocacy, empathy, and keen attention to detail

• Goal Orientation/Task Dependability

• Advanced knowledge of Windows/Unix, Database engines (SQL/Oracle)and networking

• Services Knowledge, Case Management, Knowledge Base Authoring 

• Autonomy, ownership, integrity and assertiveness

• Attention to detail, reliability, leadership, team chemistry 

• Work ethic, positive attitude and follow through

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]