Support Trainee

Redwood Software is a global leader in full‑stack automation fabric solutions, helping enterprises automate mission‑critical business processes across ERP, cloud and on‑premise environments. Founded in 1999, Redwood has grown into a SaaS‑centric platform that enables customers to design, orchestrate, monitor and manage workflows without writing code. The company’s vision is to give businesses the freedom to focus on innovation rather than repetitive manual tasks, and it serves a diverse client base ranging from Fortune 500 firms to fast‑growing startups.

With a strong emphasis on customer success, Redwood’s support organization plays a pivotal role in ensuring that clients derive maximum value from the automation platform.

The Support Trainee role is an entry‑level position within Redwood’s Customer Support team, designed specifically for fresh graduates or final‑year students who are eager to launch a career in technical support. Trainees will enroll in a structured, six‑month training program that blends classroom learning, hands‑on labs, and real‑world ticket handling under the mentorship of senior support engineers. The program covers Redwood’s product suite, core IT concepts such as databases, operating systems, networking, APIs, and security fundamentals, as well as soft‑skill modules on effective communication and customer empathy.

Upon successful completion, trainees are positioned for promotion to Level 1 Support Representative, opening pathways to advanced technical roles, solution engineering, or product management.

Key Responsibilities

• Complete all learning modules in the Support Trainee Program, including product deep‑dives and troubleshooting methodologies.
• Shadow senior support engineers and team leads to observe best practices in ticket handling and customer interaction.
• Document issues and resolutions in the internal knowledge base following Redwood’s standards.
• Begin handling low‑complexity customer inquiries under supervision, escalating when necessary.
• Apply basic troubleshooting techniques across operating systems, databases, networking, and API integrations.
• Adhere to Service Level Agreements (SLAs), escalation matrices, and ticket lifecycle processes.
• Use internal tools, diagnostic utilities, and knowledge repositories to research and resolve queries.
• Participate in regular feedback sessions with mentors to track progress and identify skill gaps.
• Contribute to continuous improvement initiatives by suggesting enhancements to support documentation or processes.
• Maintain professional and courteous communication with customers in English, both written and verbal.

Tech Stack & Tools: Redwood’s automation platform (SaaS), Windows/Linux operating systems, SQL/NoSQL databases, RESTful APIs, basic networking concepts (TCP/IP, DNS), ticketing system (Zendesk/Jira Service Management), internal knowledge base (Confluence), and remote debugging tools.

Growth Path: After the trainee period, high‑performing individuals transition to Level 1 Support, then progress to Level 2/3 technical support, or move laterally into product support, solutions engineering, or customer success management. Redwood encourages continuous learning through certifications, internal hackathons, and cross‑functional projects.

Why Join Redwood: The company offers a vibrant, collaborative culture where curiosity is rewarded and employees are empowered to own outcomes. Fresh talent gets exposure to cutting‑edge automation technology used by industry leaders, while mentorship from seasoned engineers accelerates skill development. Competitive compensation, clear career ladders, and a commitment to work‑life balance make Redwood an attractive launchpad for a long‑term tech career.