Technical 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 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

Gartner predicts that by 2029, 90% of organizations currently delivering workload automation will have transitioned to Service Orchestration and Automation Platforms (SOAPs) — a market expected to reach $4.9 billion by 2028. Redwood is the top-ranked vendor in Gartner's 2025 Critical Capabilities for SOAP, scoring #1 across all five use cases. We're expanding our Solutions Engineering team to meet that demand. In this role, you'll be the technical face of a category leader — helping enterprise prospects understand not just what Redwood does, but why it's the right answer in a market that's fundamentally changing.

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 the continuous improvement of support processes and documentation.

KEY RESPONSIBILITIES

• 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.