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.

