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Technical Support Leader

Redwood SoftwareHyderabad, Telangana, India
On-site Full-time

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Experience Level

Manager

Qualifications

We are looking for candidates with a strong technical background, excellent problem-solving abilities, and a commitment to customer success. Candidates should possess: Proven experience in a technical support role, preferably in automation or software solutions. Strong leadership and mentoring skills to guide team members effectively. Excellent communication skills to interact with customers and internal teams. Ability to manage multiple priorities and work under pressure. Experience with SLA management and ticketing systems.

About the job

OUR MISSION

At Redwood, we empower our customers with seamless automation for their mission-critical business processes.

 

ABOUT US

Redwood Software stands at the forefront of comprehensive automation solutions tailored for mission-critical business operations. Our pioneering SaaS-based composable automation platform is specifically designed for ERP, enabling users to harness the transformative potential of automation. With our unmatched solutions, you can orchestrate, manage, and monitor workflows across any application, service, or server—whether in the cloud or on-premises—with confidence and control.

 

Our global team of automation experts and customer success engineers are dedicated to delivering solutions and world-class support, giving you the freedom and time to envision and shape your future. Step back from the minutiae and appreciate the broader view 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 Technical Support Leader plays a critical role in guiding a team of Level 2 and Level 3 Support Engineers, providing daily leadership and technical direction. This position blends hands-on technical involvement with operational management and personnel leadership, ensuring adherence to SLA standards and effective resolution of complex customer issues. The Technical Leader fosters confidence in technical leadership and customer escalation management while promoting team performance, cross-departmental collaboration, and ongoing improvement initiatives.

Operational Excellence 

  • Supervise daily ticket queues to guarantee SLA compliance.
  • Track long-running or stalled tickets and implement corrective measures.
  • Manage a designated number of tickets weekly to sustain technical expertise.
  • Resolve high-priority or complex cases to ensure workflow continuity.

Advanced Technical Issue Management 

  • Independently tackle complex issues utilizing established troubleshooting methodologies.
  • Lead the resolution of escalated or high-impact cases requiring advanced expertise.

About Redwood Software

Redwood Software is a leader in providing full stack automation solutions for mission-critical business processes. Our innovative automation platform allows for seamless integration and management of workflows across various applications, ensuring operational efficiency and reliability.

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