Support Engineer

About the role

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. 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

Responsibilities

• Own customer support cases from initial intake through resolution, providing timely, transparent, and professional communication throughout the support lifecycle.
• Troubleshoot and resolve complex technical issues across Redwood solutions, SAP ERP environments, operating systems, databases, APIs, and networked systems.
• Analyze logs, system behavior, integrations, and customer environments to identify root causes and deliver effective solutions.
• Partner closely with customers, Customer Success, Engineering, and Product teams to drive successful outcomes and ensure a world-class support experience.
• Escalate product defects and advanced technical issues to Level 3 Support and Engineering teams following established processes and guidelines.
• Document customer interactions, technical findings, resolutions, and best practices within our support systems and knowledge base.
• Adhere to service level agreements (SLAs) and support processes while maintaining a strong focus on customer satisfaction and business impact.
• Contribute to continuous improvement initiatives that enhance team effectiveness, support processes, knowledge management, and customer experience.
• Share knowledge and collaborate with team members to strengthen the collective expertise of the Technical Support organization.
• Demonstrate ownership, accountability, and a customer-first mindset while working independently and collaboratively in a fast-paced environment.
• YOUR EXPERIENCE
• 3+ years of experience in Technical Support, Application Support, Systems Administration, or a related customer-facing technical role.
• Strong troubleshooting experience supporting enterprise applications, SaaS platforms, ERP systems, or business-critical software environments.
• Experience working with SAP ERP environments and troubleshooting integration, automation, or application-related issues.
• Strong Linux/Unix administration and troubleshooting skills; Windows administration experience is also highly valued.
• Working knowledge of scripting and automation technologies such as Java, Shell, Bash, PowerShell, Python, or similar languages.
• Solid understanding of networking fundamentals, including DNS, ports, firewalls, connectivity, and communication protocols.
• Experience with SQL and relational database concepts, including troubleshooting database-related issues.
• Familiarity with API troubleshooting, log analysis, and root cause investigation techniques.
• Proven ability to independently manage customer incidents and escalations from diagnosis through resolution.
• Excellent analytical and problem-solving skills, with the ability to break down complex technical issues and identify root causes.
• Strong written and verbal English communication skills, with the ability to effectively engage both technical and business stakeholders.
• Customer-focused mindset with a demonstrated commitment to customer advocacy, empathy, and service excellence.
• Strong attention to detail, organizational skills, and the ability to manage multiple priorities effectively.
• Self-motivated with a high degree of ownership, accountability, integrity, and follow-through.
• Ability to remain calm under pressure while collaborating effectively within a global team environment.

Requirements

• Experience with workload automation, job scheduling, or enterprise automation platforms.
• Experience with Redwood RunMyJobs.
• Knowledge of SAP integrations and automation use cases.
• Experience supporting SaaS applications and hybrid cloud environments.
• Familiarity with ERP platforms and enterprise business processes.
• German language skills are a plus.
• This is an excellent opportunity to find and grow within your chosen IT career

Additional Information

OUR MISSION At Redwood, we empower our customers with lights-out automation for their mission-critical business processes.

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