OUR MISSION

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

ABOUT US

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

YOUR IMPACT

We are seeking a skilled Data Analyst with strong experience in BigQuery, SQL, and Qlik to support financial reporting and analytics. The ideal candidate will have a solid understanding of financial metrics, be comfortable working with large datasets, and translate complex data into clear, actionable insights for business and finance stakeholders. In this role, you will be responsible for analyzing financial and sales data, creating insightful reports, and providing strategic recommendations and driving data-driven insights and initiatives to optimize Financial performance and efficiency. This role involves interpreting complex data sets, identifying trends, and collaborating with cross-functional teams to optimize processes. Strong analytical skills, proficiency in data visualization tools, and the ability to communicate findings effectively are essential for this position.

YOUR EXPERIENCE

• 5 years of hands-on experience with data analysis tools and techniques (e.g., Salesforce, SQL, Python, R, Qlik/Tableau, Excel). SQL is a MUST HAVE.
• Experience in finance operations or data analyst role.
• Solid knowledge of financial reporting concepts and business finance
• Strong analytical and problem-solving skills.
• Excellent communication and presentation skills.
• Ability to work independently and as part of a team.
• Strong attention to detail and accuracy.
• Passion for data and its ability to drive business results.
• Bachelor's degree in business administration, Statistics, Data Science, or a related field.

OUR MISSION

At Redwood Software, we unleash human potential. We empower our customers with lights-out automation for their mission-critical business processes.

ABOUT US

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 

YOUR IMPACT 

We are seeking a highly skilled and motivated Technical Writer to join our team and contribute to the  development of clear, accurate, and user-centric product documentation, In this role, you will leverage your understanding of workload  automation, extensions and user needs to create and maintain documentation that empowers our users  and aligns with business objectives for this innovative solution. 

• Produce and maintain high-quality, clear, and concise documentation for our workload automation products, including user manuals, implementation guides, API documentation, and release notes. 
• Translate complex third-party integrations, cloud services and technical features into easily understandable documentation tailored for various user personas.
• Collaborate closely with automation domain experts, engineers, product managers, and other stakeholders to gather information, clarify requirements, and ensure the accuracy and completeness of technical documentation. 
• Ensure documentation accurately reflects the latest product changes, releases, and enhancements, including updates to product functionalities and integrations.
• Work within a fast-paced Agile development environment, adapting to evolving priorities and timelines while maintaining documentation quality.
• Contribute to the continuous improvement of our documentation processes and workflows, incorporating best practices for clarity and accuracy in financial and technical content.
• Maintain a consistent style and tone across all documentation, adhering to established style guides and documentation standards. 
• Incorporate user feedback and analytics to continuously improve documentation effectiveness and usability.
• Stay up to date with industry trends, tools, and best practices to improve the documentation process and deliver high-quality content.

YOUR EXPERIENCE 

• Bachelor's degree in Computer Science, Technical Communication, English, or equivalent experience in a software development role combined with technical writing.
• 3+ years of technical writing experience for complex B2B SaaS solutions, with demonstrated familiarity in software development, user personas, and tailored documentation.
• Proven experience creating technical documentation with tools such as MadCap Flare (or similar desktop-based authoring tools), HTML, XML, and Javascript. 
• An understanding of or experience practicing a Docs as Code framework (e.g., version control,  plain text authoring). 
• Exposure to or experience with version control systems (e.g., Git) and lightweight markup (e.g., Markdown), demonstrating an adaptability towards modern documentation practices.
• Familiarity with project management tools (e.g., Jira, Confluence) and API documentation tools (e.g., Swagger). 
• Excellent written and verbal communication, strong analytical and problem-solving skills, and the ability to work independently and collaboratively.
• Experience leveraging AI to improve documentation efficiency and quality.
• Technical experience with SAP, Docker, and Python scripting.

*Location: Hyderabad, India (can be hybrid, in office as requested).

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

ABOUT US

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

YOUR IMPACT
As a Administrative & Site Operations Executive you will be responsible for ensuring seamless workplace operations, supporting office administration, enabling onboarding and employee experience, and coordinating site activities to maintain a productive and engaging Hyderabad office environment.

• Serve as the primary point of contact for daily site operations and workplace management
• Manage office administration including supplies, pantry, inventory, and procurement
• Coordinate with vendors for office services, maintenance, housekeeping, and supplies
• Support leadership with scheduling, meeting coordination, and operational needs
• Plan and execute site events, team gatherings, and employee engagement activities
• Partner with HR on onboarding processes, documentation, and employee initiatives
• Coordinate new hire logistics including workspace setup, access, welcome kits, and induction schedules
• Maintain employee records and support administrative HR processes
• Act as the first point of contact for guests, candidates, vendors, and visitors
• Ensure a professional and welcoming visitor experience
• Support leadership visits including logistics, workspace readiness, and meeting coordination

YOUR EXPERIENCE

• 3–6 years of experience in Administration, Office Operations, Site Management, or similar roles
• Experience supporting leadership or working in cross-functional environments
• Strong communication, organizational, and multitasking skills
• Proficiency in Google Workspace, MS Office, Slack, Zoom, and similar tools
• Ability to prioritize tasks, maintain confidentiality, and adapt to changing requirements
• Experience in office supplies management, procurement, and vendor coordination preferred
• Experience in a technology or engineering environment preferred
• Proactive, solution-oriented mindset with strong problem-solving abilities
• Strong interpersonal skills with the ability to foster a positive workplace culture
• High level of accountability, flexibility, and adaptability in a dynamic environment

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

We are seeking a detail-oriented and proactive Recruiting Operations Specialist to join our dynamic team. The ideal candidate will be responsible for managing and optimizing our Applicant Tracking System (ATS) Greenhouse,, designing and streamlining recruiting workflows, and ensuring seamless coordination between various stakeholders in the hiring process. This role requires a keen understanding of recruiting processes, exceptional organizational skills, and the ability to thrive in a fast-paced environment.

• Maintaining ATS Data (Greenhouse): Ensuring data accuracy and implementing best practices to optimize system usage.
• Designing and Optimizing Recruiting Workflows: Collaborate with cross-functional teams to design, document, and improve recruiting workflows, ensuring efficiency and alignment with organizational goals.
• Partnering with Hiring Managers and Finance: Work closely with hiring managers and finance to ensure alignment on headcount planning, budgeting, and forecasting, providing insights and recommendations based on recruiting data.
• Running Recruiting Reports and Building Dashboards: Generate regular reports on recruiting metrics such as time-to-fill, source effectiveness, and candidate pipeline status. Design and maintain dashboards to provide stakeholders with real-time visibility into recruiting performance.
• Coordinating Interview Scheduling: Manage the end-to-end interview scheduling process, liaising with recruiters, hiring managers, and candidates to coordinate interview logistics, ensuring a smooth and positive candidate exCandidate Experience Enhancement: Continuously assess and improve the candidate experience throughout the recruitment process. Implement strategies to enhance candidate engagement, satisfaction, and retention, from initial contact to onboarding.
• Vendor Management: Oversee relationships with external vendors, including recruitment agencies, background check providers, and job boards. Negotiate contracts, monitor performance, and ensure compliance with service level agreements.
• Recruiting Technology Evaluation and Implementation: Stay updated on emerging trends and technologies in recruiting operations. Evaluate new tools and platforms to enhance efficiency, streamline processes, and improve outcomes. Lead the implementation of selected solutions, providing training and support to users as needed.
• Compliance and Data Security: Ensure compliance with relevant regulations and company policies related to recruiting operations, including data privacy and security requirements. Conduct audits and assessments to identify areas for improvement and mitigate risks.
• Process Documentation and Training: Develop and maintain documentation of recruiting processes, procedures, and best practices. Provide training and support to recruiters, hiring managers, and other stakeholders to ensure adherence to established processes and standards.
• Strategic Projects and Initiatives: Collaborate with senior leadership and cross-functional teams on strategic projects and initiatives related to talent acquisition and workforce planning. Contribute insights and recommendations to inform decision-making and drive continuous improvement.

YOUR EXPERIENCE

• Minimum 2 years of Recruiting Operations Experience
• Proficiency in Applicant Tracking Systems (ATS), Workday & Greenhouse preferred
• Strong Analytical Skills
• Project Management Experience
• Vendor Management Experience
• Training and Documentation Skills
• Strategic Thinking
• Bachelor's Degree or relevant industry experience

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 Professional Service Consultant role is instrumental in assisting Redwood customers ranging from Fortune global enterprises to midsized businesses to leverage our solutions to orchestrate automation across distributed and heterogeneous platforms and enterprise business applications including SAP, Oracle, PeopleSoft, data warehousing and OS tasks.

The range of responsibilities includes product installation and configuration, training, conducting workshops and providing best practices guidance to advance our customer’s automation business needs.

• Assist customers with installation, configuration, training and use of Redwood solutions
• Perform analysis, scoping, and effort estimation to meet customer requirements
• Provide configuration, architecture & installation recommendations based on product best practices & customer needs
• Coordinate with other Redwood resources including Engagement Managers to update project status, timeline, effort, and expected completion
• Communicate effectively and professionally with business and technical contacts
• Utilize supporting materials (project plan templates, architecture diagrams, etc) to communicate findings & recommendations to the customer or internally
• Travel to customers, partners, and Redwood Software sites as needed

YOUR EXPERIENCE

• 3+ years of IT Consulting experience
• Proven competence in IT Consulting, including training, installation, architecture design, and testing
• Interest in problem-solving & learning new technologies
• Experience or an understanding of SaaS solutions & integrations
• Knowledge of one or more Cloud providers (AWS, Azure, GCP, etc.)
• Knowledge of one or more identity providers (Active Directory, Okta, etc.)
• Knowledge and understanding of SSO, particularly SAML providers
• Knowledge of SAP jobs scheduling or other scheduling solutions (Autosys, Control-M)
• Experience with UNIX, Windows, & Linux at a power user level
• Experience and understanding of API usage, including REST and SOAP
• Knowledge of communication protocols, including HTTP, FTP, and SSH
• Good communication & presentation skills
• Excellent time management and task management skills
• Demonstrated ability to manage and prioritize multiple client projects
• Demonstrated ability to learn on the go/on the job in a fast-paced environment

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. Our flagship SaaS platform, RunMyJobs (RMJ), is the first composable automation platform specifically built for ERP environments. We enable organizations to orchestrate, manage, and monitor workflows across applications, services, and infrastructure — in the cloud or on premises.

Our global team of automation experts, engineers, and customer success professionals work together to deliver seamless automation transformations.

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 seeking a Forward Deployed Software Engineer focused on migration tooling and customer onboarding to RunMyJobs (RMJ).  This role is part of an exciting new Forward Deployed Engineering team that is part of the Global Professional Services team that sits in the intersection of Product Engineering and Go To Market teams.

In this role, you will operate at the intersection of engineering and delivery. Your primary focus will be designing, building, and enhancing migration frameworks, tooling, and automation accelerators that enable customers to smoothly transition from legacy schedulers and automation platforms into RMJ. 

This is a forward deployed engineering role — highly technical, impact-driven, and closely aligned to real-world customer migration challenges.

You will work closely with:

• Migration Architects to design scalable and reusable migration patterns

• Professional Services to enable efficient customer onboarding

• Engineering & Product to improve platform capabilities based on field learnings

• Customers (occasionally) to validate requirements, troubleshoot edge cases, and ensure successful implementations

Migration Tooling & Automation

• Design and develop scalable migration tooling, scripts, and automation frameworks to accelerate onboarding into RunMyJobs.

• Build reusable components to migrate workflows, jobs, dependencies, and configurations from legacy systems.

• Identify migration bottlenecks and develop technical solutions to streamline data transformation and validation.

• Contribute to internal tooling that increases migration repeatability, reliability, and speed.

Forward Deployed Engineering

• Partner with Migration Architects to translate migration strategies into executable tooling and frameworks.

• Support Professional Services during complex or high-impact migration engagements.

• Troubleshoot migration-related production issues and resolve edge cases.

• Occasionally engage directly with customer technical teams to understand source environments and validate solutions.

Platform & Product Collaboration

• Provide structured feedback to Product and Core Engineering teams to improve RMJ migration capabilities.

• Contribute to architectural discussions ensuring scalability, security, and performance.

• Advocate for automation best practices in enterprise migration scenarios.

Engineering Excellence

• Write clean, maintainable, well-documented code.

• Implement automated testing (unit, integration, end-to-end).

• Contribute to CI/CD improvements for migration tooling.

• Mentor team members and contribute to a culture of continuous improvement.

YOUR EXPERIENCE

• Bachelor’s degree in Computer Science, Software Engineering, or equivalent practical experience.

• Strong professional experience in Java (Java 11/17+)

• Experience building backend services, APIs, and automation tooling.

• Experience with XML and JSON types, libraries like Jackson, Lombok

• Experience with relational databases (PostgreSQL, MySQL) Experience with scripting and automation (e.g., Shell scripting, Gradle).

• Familiarity with containerization (Docker) Strong debugging and troubleshooting skills in complex environments.

• Experience with automated testing (JUnit, AssertJ, Mockito).

• Ability to collaborate cross-functionally across engineering, architects, and delivery teams.

• Experience with AI-driven automation use cases

• Experience migrating enterprise systems or schedulers to modern SaaS platforms.

• Background in automation, workload scheduling, or ERP environments.

• SAP knowledge (ABAP, HANA).

• Experience with CI/CD pipelines (GitHub Actions, Jenkins, GitLab CI).

• Experience in customer-facing or forward deployed engineering roles.

• Experience with AI-driven automation use cases.

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 

Redwood Software is looking for a highly execution-focused Graphic Designer to power the day-to-day visual output of our marketing team. This role is all about scale, speed and consistency—turning established brand systems, messaging and strategy into polished, ready-to-use assets across campaigns, sales enablement and internal communications.

You’ll be a key production partner to Content, Demand Gen and Sales, with a strong emphasis on templates, decks, repeatable assets and AI-assisted design workflows. This is a great role for a designer who loves getting things done, thrives on efficiency and takes pride in clean, clear, high-quality execution.

• Produce high-volume, high-quality design assets for campaigns, email, social, web, events and sales enablement

• Own the creation and maintenance of presentation decks, templates and modular design systems (PowerPoint, Google Slides, Figma)

• Design and update sales decks, customer presentations, one-pagers, solution briefs and internal templates

• Apply and scale Redwood’s brand guidelines across all deliverables, partnering closely with the Senior Graphic Designer for alignment

• Use AI-powered design tools to accelerate production, iterate quickly and streamline repetitive workflows (image generation, layout exploration, asset variations, etc.)

• Adapt existing creative for new formats, audiences and channels with speed and precision

• Manage multiple requests and timelines, balancing fast-turn execution with attention to detail

• Incorporate feedback efficiently and consistently across revisions
   

YOUR EXPERIENCE

• 3–5 years of professional graphic design experience, including in SaaS or enterprise technology

• A portfolio that demonstrates strong execution, layout discipline and real-world marketing assets (especially decks and templates)

• Proficiency in Adobe Creative Suite (Illustrator, Photoshop, InDesign) and Figma

• Hands-on experience designing presentation decks and enablement materials for sales or marketing teams with advanced Google Slides skills (master templates, complex layouts, charts)

• Comfort using AI design tools (e.g., generative image tools, layout assistants, or creative automation platforms) to increase speed and efficiency

• Strong attention to detail and file hygiene—you deliver clean, organized, ready-to-ship work

• Ability to work quickly, prioritize effectively and thrive in a fast-moving environment

• Light motion or animation skills for simple transitions or social assets

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.

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 L1 Support Team Leader is an experienced people leader responsible for managing a team of L1 Support Representatives, ensuring operational excellence, driving team performance, and improving processes. This role handles complex leadership scenarios, contributes heavily to quality, training, and continuous improvement efforts, and acts as a key operational anchor for the L1 organization. Regularly addresses complex staffing, performance, customer escalation, and operational challenges with minimum guidance. Influences improvements beyond the immediate team and contributes meaningfully to Support-wide initiatives.

• Lead, coach, and develop a full team of L1 Support Representatives, including performance management. 
• Conduct structured 1:1s, team meetings, and continuous coaching to improve overall team capability. 
• Manage operational KPIs (SLA, CSAT, backlog, resolution speed, etc) and create action plans to maintain or improve performance. 
• Handle complex escalations, customer-critical situations, and operational incidents with autonomy. 
• Perform detailed ticket audits and provide structured, actionable feedback. 
• Is able to turn complex problems into simpler ones for prompt resolution. 
• Successfully helps unblock complex issues for the team or takes ownership of those when required. 
• Drives training initiatives and displays end-to-end ownership of the trainee onboarding process. 
• Identify and analyze operational trends; propose and lead improvement initiatives proactively. 
• Partner with internal teams to address recurring issues or raise systemic concerns. 
• Is able to proactively identify customer sensitive situations/scenarios, provide visibility of those to the corresponding audience and come up with a proposed set of actions to successfully manage those to guarantee customer satisfaction. 
• Promotes and leads training initiatives for the L1 team based on escalation trend analysis to reduce escalation ratios, increased L1 resolution power and higher customer satisfaction.

YOUR EXPERIENCE 

• 5–7 years in technical support roles and 2+ years in technical team leadership. 
• Demonstrated success managing KPIs and team performance. 
• Results oriented and analytical mindset. 
• Strong experience handling escalations and operational incidents. 
• Proven experience leading small to medium size projects/initiatives. 
• Strong technical foundation across OS, databases, networking, and API concepts. 
• Seen as a reliable go-to leader for the L1 support team in seeking guidance, assistance and unblocking complex scenarios. 
• Deep understanding of support operations, SLAs, and workload management. 
• Advanced ability to interpret data, trends, and performance metrics and utilize those to come up with solutions and tangible actions proactively. 
• Skilled in coaching, conflict resolution, and escalation handling. 
• Strong communication skills with customers and internal stakeholders of different levels. 
• Is able to adapt the communication style depending on the audience. 
• Skilled at building presentations, reports and analysis. 
• Holds a strong understanding and displays full awareness of the operation’s main KPI, both, from a real time as well as historical trend standpoint. 
• Skilled at identifying relevant changes in KPI trends, finding out the reasons behind those changes and determining if any actions are deemed necessary for correction.

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 Technical Leader supporting Redwood products provides day-to-day leadership and technical guidance to a team of Level 2 and Level 3 Support Engineers. This role balances hands-on technical involvement, operational oversight, and people leadership, ensuring consistent SLA performance and high-quality handling of complex customer issues. The Technical Leader is developing confidence in technical leadership and customer escalation handling while supporting team performance, cross-functional collaboration, and continuous improvement initiatives. 

Operational Excellence 

• Oversee daily ticket queues and ensure SLA compliance. 
• Monitor long-running or stalled tickets and take corrective action. 
• Handle a defined number of tickets weekly to maintain technical proficiency. 
• Unblock high-priority or complex cases to maintain workflow continuity.

Advanced Technical Issue Management 

• Independently resolve complex issues using established troubleshooting principles. 
• Lead resolution of escalated or high-impact cases requiring deeper expertise. 
• Collaborate with Engineering and Product on bugs, fixes, and process alignment. 
• Drive root cause analysis (RCA) and advocate for long-term product fixes. 
• Ensure escalations to Engineering are clear, complete, and actionable. 

Customer Handling & Escalation 

• Act as a leadership escalation point for complex or sensitive customer situations. 
• Join customer calls when needed to clarify technical direction and manage expectations. 
• Support engineers in communicating complex technical findings to customers.

People Leadership 

• Conduct structured 1:1s focused on performance, development, and support needs. 
• Coach engineers on handling complex tickets and customer communication. 
• Resolve interpersonal conflicts and help maintain team morale. 
• Lead daily stand-ups to align priorities and manage risk.

Cross-Functional Collaboration 

• Participate in Engineering and Product syncs, sharing insights on ticket trends. 
• Track development-related issues and ensure timely follow-up. 
• Collect and share engineer feedback on fixes, product quality, and process gaps.

Performance & Continuous Improvement 

• Monitor KPIs such as SLA adherence, long-running tickets, CSAT, and escalation volume. 
• Identify recurring issues and propose improvement actions. 
• Contribute to documentation and workflow updates.

YOUR EXPERIENCE 

• 5+ years of experience in technical or application support roles. 
• Proven experience supporting workload automation platforms such as RMJ. 
• Prior experience in mentorship, technical leadership, or informal team lead roles. 
• Strong troubleshooting skills across OS, databases, networking, APIs, and RMJ components. 
• Proficiency in English (written and spoken).