Technical Support Engineer
<p><strong><em>OUR MISSION</em></strong></p>
<p><strong>At Redwood, we empower our customers with lights-out automation for their mission-critical business processes.</strong></p>
<p><strong><em>ABOUT US</em></strong></p>
<p>Redwood Software is the leading orchestration platform for the autonomous enterprise, driving business transformation at the lowest total cost of ownership. Redwood empowers organizations to intelligently automate and orchestrate mission-critical business and IT processes across complex ERP, hybrid cloud, data and emerging agentic AI systems. Through its SaaS-first automation fabric—with AI embedded across the automation lifecycle—Redwood accelerates the path to autonomous operations. Backed by 30 years of experience and trusted by more than 50% of the Fortune 50, Redwood helps organizations unlock human potential to focus on innovation, growth and what’s next.</p>
<p><strong><em>CORE VALUES</em></strong></p>
<p>One Team. One Redwood</p>
<p>Make Your Own Weather</p>
<p>Obsess over Customer Success</p>
<p>Work the Problem</p>
<p>Be Curious</p>
<p>Own the Outcome</p>
<p>Respect Each Other</p>
<p><strong><em>YOUR IMPACT</em></strong></p>
<p>Gartner predicts that by 2029, 90% of organizations currently delivering workload automation will have transitioned to Service Orchestration and Automation Platforms (SOAPs) — a market expected to reach $4.9 billion by 2028. Redwood is the top-ranked vendor in Gartner's 2025 Critical Capabilities for SOAP, scoring #1 across all five use cases. We're expanding our Solutions Engineering team to meet that demand. In this role, you'll be the technical face of a category leader — helping enterprise prospects understand not just what Redwood does, but why it's the right answer in a market that's fundamentally changing.</p>
<p>The Support Engineer supporting Redwood Products is a fully proficient technical support professional who independently resolves a broad range of customer issues, including complex and non-standard automation scenarios. This role requires strong technical depth in Workload Automation products, sound judgment, and the ability to collaborate effectively across teams. The Support Engineer is expected to handle complex troubleshooting, support peers, and actively contribute to the continuous improvement of support processes and documentation.</p>
<p><em><strong>KEY RESPONSIBILITIES</strong></em></p>
<ul>
<li>Independently manage and resolve complex customer cases end-to-end.</li>
<li>Troubleshoot cross-domain issues involving:
<ul>
<li>Advanced job scheduling and dependency chains</li>
<li>Multi-agent and hybrid execution environments</li>
<li>API-driven automation and integrations</li>
<li>SAP ERP job orchestration and dependencies</li>
</ul>
</li>
<li>Analyze logs, execution traces, and system behavior to identify root causes.</li>
<li>Identify and document product defects with clear reproduction steps and supporting<br>evidence.</li>
<li>Communicate confidently with customers in technically deep discussions.</li>
<li>Improve and maintain knowledge base articles and internal troubleshooting<br>documentation.</li>
<li>Assist with onboarding and knowledge sharing by supporting less experienced<br>engineers.</li>
<li>Participate in initiatives to improve support quality, efficiency, and tooling.<br>Collaborate closely with Engineering and other internal teams on escalated issues.</li>
</ul>
<p><em><strong>YOUR EXPERIENCE </strong></em></p>
<ul>
<li>Several years of experience in technical or application support roles.</li>
<li>Strong technical skills across:
<ul>
<li>Windows and/or Linux systems</li>
<li>Databases and SQL</li>
<li>Networking</li>
<li>APIs and integrations</li>
<li>SAP ERP environments</li>
</ul>
</li>
<li>Strong scripting skills (PowerShell, Bash, Python).</li>
<li>Ability to diagnose multi-factor and non-obvious technical issues.</li>
<li>Strong written and verbal communication skills.</li>
<li>Proven ability to work independently and manage complex cases.</li>
<li>Proficiency in English (written and spoken).</li>
</ul>
<p><em><strong>PREFERRED QUALIFICATIONS</strong></em></p>
<ul>
<li>Experience supporting enterprise-scale workload automation platforms.</li>
<li>Exposure to SaaS-based scheduling or hybrid execution models.</li>
<li>Experience with SAP-related products beyond SAP ERP.</li>
<li>Knowledge of additional ERP platforms.</li>
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<p><em>If you like growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!</em></p>
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<p><strong>THE LEGAL BIT</strong><br>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.<br> </p>
<p>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 Privacy@Redwood.com</p>
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