SUPPORT ENGINEER

Important: We have been made aware that individuals are posing as Redwood recruiters in an attempt to deceive candidates into sharing personal information. Redwood employees will only contact you from an “@redwood.com” email domain. If you have questions or suspect an email is fraudulent, please contact us at recruitment@redwood.com.OUR MISSIONAt 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 VALUESOne Team. One RedwoodMake Your Own WeatherObsess over Customer SuccessWork the ProblemBe CuriousOwn the OutcomeRespect Each OtherYOUR IMPACTWe 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 fashionDocument customer interactions (Zendesk)Assist with managing customer relationshipsFollow the technical support processesAdhere to Service Level AgreementsAssist other team members with troubleshootingEscalate issues to Level 3 Support engineers following the established guidelinesParticipate in Technical Support MeetingsLead internal projects to improve the team performanceYOUR EXPERIENCE 3+ years of IT Consulting or IT Administrator experience in a customer or application-facing support roleExperience troubleshooting and solving complex technical problemsStrong written and verbal communication skills with technical topicsExperience with Linux & Windows at an admin levelExperience with Database enginesAdvanced knowledge of NetworkingAbility to understand and augment code in Java or other object-oriented design languageExperience and understanding of API usage, including REST and SOAPKnowledge of communication protocols, including HTTP, FTP, and SSHExcellent time management and task management skillsExperience or an understanding of SaaS solutions & integrationsKnowledge of one or more Cloud providers (AWS, Azure, GCP, etc.)Demonstrate accountability to own the cases & tasks until a solution is reached.Knowledge of ERP products is a plus ( e.g. SAP) 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.*Please note, this is a contractor role through our Agency of Record