L1 Support Representative

Responsibilities

• Manage incoming customer tickets with moderate autonomy, ensuring timely responses and accurate updates.
• Perform initial troubleshooting and gather required information to diagnose technical issues.
• Escalate complex cases to appropriate teams according to established timelines and guidelines.
• Document all customer interactions, findings, and troubleshooting steps clearly and accurately.
• Participate in customer calls to clarify issues or assist with basic technical troubleshooting.
• Support queue health through effective prioritization and workload organization to meet SLA requirements.
• Stay up to date on product releases, configuration changes, and new features.

Requirements

• 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 Windows/Linux operating systems, SQL databases, APIs/web services, and basic networking.
• Advanced scripting experience and proficiency in one or more programming languages.
• Ability to learn new technologies quickly and follow structured troubleshooting steps.
• Strong written and verbal communication skills in English.

About the Company

Redwood Software is the leader in full stack automation fabric solutions for mission-critical business processes. We provide SaaS-based composable automation platforms designed to orchestrate, manage, and monitor workflows across any application, service, or server—whether in the cloud or on-premises. Our mission is to empower customers with lights-out automation to transform their business operations.