Support Technical Leader

Responsibilities

• Provide day-to-day leadership and technical guidance to Level 2 and Level 3 Support Engineers
• Oversee daily ticket queues to ensure SLA compliance and monitor long-running or stalled tickets
• Resolve complex technical issues and lead the resolution of escalated or high-impact cases
• Act as a leadership escalation point for sensitive customer situations and join customer calls when necessary
• Conduct structured 1:1s focused on performance, development, and coaching engineers on technical communication
• Collaborate with Engineering and Product teams on bugs, root cause analysis (RCA), and product improvements
• Monitor KPIs such as SLA adherence, CSAT, and escalation volume to drive continuous improvement

Requirements

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

About the Company

Redwood Software is the leader in full stack automation fabric solutions for mission-critical business processes. We empower customers with lights-out automation through our SaaS-based composable automation platform, helping organizations orchestrate and monitor workflows across any application, service, or server.