Support Engineer
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Job Location:
Monthly Salary:
Posted on:
18 hours ago
Vacancies:
1 Vacancy
Job Summary
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.
Redwoods 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 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 continuous improvement of support processes and documentation
- Independently manage and resolve complex customer cases end-to-end.
- Troubleshoot cross-domain issues involving:
- Advanced job scheduling and dependency chains
- Multi-agent and hybrid execution environments
- API-driven automation and integrations
- SAP ERP job orchestration and dependencies
- Analyze logs execution traces and system behavior to identify root causes.
- Identify and document product defects with clear reproduction steps and supporting evidence.
- Communicate confidently with customers in technically deep discussions.
- Improve and maintain knowledge base articles and internal troubleshooting documentation.
- Assist with onboarding and knowledge sharing by supporting less experienced engineers.
- Participate in initiatives to improve support quality efficiency and tooling.
- Collaborate closely with Engineering and other internal teams on escalated issues.
YOUR EXPERIENCE
- Several years of experience in technical or application support roles.
- Strong technical skills across:
Windows and/or Linux systems
Databases and SQL
Networking
APIs and integrations
SAP ERP environments
- Strong scripting skills (PowerShell Bash Python).
- Ability to diagnose multi-factor and non-obvious technical issues.
- Strong written and verbal communication skills.
- Proven ability to work independently and manage complex cases.
- Proficiency in English (written and spoken).
Preferred Qualifications
- Experience supporting enterprise-scale workload automation platforms.
- Exposure to SaaS-based scheduling or hybrid execution models.
- Experience with SAP-related products beyond SAP ERP.
- Knowledge of additional ERP platforms.
If you like growth and working with happy enthusiastic over-achievers youll 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
Required Experience:
IC
Key Skills
- Ruby
- Mac Os
- Computer Networking
- Windows
- TCP
- Customer Support
- Linux
- Shell Scripting
- VPN
- Dns
- Technical Support
- Troubleshooting
