Support Trainee

OUR MISSION At Redwood, we empower our customers with lights-out automation for their mission-critical business processes. ABOUT US Redwood Software is the leader in full stack automation fabric solutions for mission-critical business processes. With the first SaaS-based composable automation platform specifically built for ERP, we believe in the transformative power of automation. Our unparalleled solutions empower you to orchestrate, manage and monitor your workflows across any application, service or server — in the cloud or on premises — with confidence and control. Redwood’s global team of automation experts and customer success engineers provide solutions and world-class support designed to give you the freedom and time to imagine and define your future. Get out of the weeds and see the forest, 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 Support Trainee is an entry-level position within the Customer Support organization. In this role, you will participate in a structured training program designed to build foundational knowledge of Redwood’s products, support processes, and the technical concepts needed to succeed in a customer-facing technical role. The purpose of the position is to learn, practice, and gradually apply troubleshooting and ticket-handling skills under guided supervision, with the goal of transitioning into a Level 1 Support Representative when ready and when opportunities arise. • Learn and complete all modules included in the Support Trainee Program, including Redwood product knowledge, support workflows, and troubleshooting methodologies. • Study and build basic understanding of relevant technologies such as databases, operating systems, networking, APIs, and security fundamentals. • Successfully complete required knowledge checks, tests, or practical assessments. • Participate in training sessions, shadowing opportunities, and reviews of real support cases. • Observe senior agents and Team Leads to understand ticket handling, customer communication, and troubleshooting techniques. • Learn how to properly document issues following established guidelines. • Begin handling simple customer inquiries under supervision, progressively increasing autonomy. • Learn support procedures including SLAs, escalation rules, prioritization, and the end-to-end ticket lifecycle. • Use internal tools, knowledge bases, and documentation to research answers and support learning. • Actively collaborate with mentors and team members to track learning progress, clarify questions, and integrate into the team. YOUR EXPERIENCE • Studies in Computer Science, Information Technology, or a related field (completed or in progress). • Familiarity with computer systems and basic troubleshooting concepts. • Strong interest in technology and willingness to learn technical concepts independently. • Proficiency in English (written and spoken). • Previous experience in customer or application support is a plus but not required. • Exposure to technical environments through coursework, internships, or personal projects is a plus. If you like growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! THE LEGAL BIT Redwood is an equal opportunity employer. Redwood prohibits unlawful discrimination based on race, colour, religion, sex, gender identity, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), sexual orientation, pregnancy or any other consideration made unlawful by regional or local laws. We als