Support Engineer

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 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.