Support Technical Leader
About this role
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 Technical Leader supporting Redwood products provides day-to-day leadership and technical guidance to a team of Level 2 and Level 3 Support Engineers. This role balances hands-on technical involvement, operational oversight, and people leadership, ensuring consistent SLA performance and high-quality handling of complex customer issues. The Technical Leader is developing confidence in technical leadership and customer escalation handling while supporting team performance, cross-functional collaboration, and continuous improvement initiatives.
Operational Excellence
- Oversee daily ticket queues and ensure SLA compliance.
- Monitor long-running or stalled tickets and take corrective action.
- Handle a defined number of tickets weekly to maintain technical proficiency.
- Unblock high-priority or complex cases to maintain workflow continuity.
Advanced Technical Issue Management
- Independently resolve complex issues using established troubleshooting principles.
- Lead resolution of escalated or high-impact cases requiring deeper expertise.
- Collaborate with Engineering and Product on bugs, fixes, and process alignment.
- Drive root cause analysis (RCA) and advocate for long-term product fixes.
- Ensure escalations to Engineering are clear, complete, and actionable.
Customer Handling & Escalation
- Act as a leadership escalation point for complex or sensitive customer situations.
- Join customer calls when needed to clarify technical direction and manage expectations.
- Support engineers in communicating complex technical findings to customers.
People Leadership
- Conduct structured 1:1s focused on performance, development, and support needs.
- Coach engineers on handling complex tickets and customer communication.
- Resolve interpersonal conflicts and help maintain team morale.
- Lead daily stand-ups to align priorities and manage risk.
Cross-Functional Collaboration
- Participate in Engineering and Product syncs, sharing insights on ticket trends.
- Track development-related issues and ensure timely follow-up.
- Collect and share engineer feedback on fixes, product quality, and process gaps.
Performance & Continuous Improvement
- Monitor KPIs such as SLA adherence, long-running tickets, CSAT, and escalation volume.
- Identify recurring issues and propose improvement actions.
- Contribute to documentation and workflow updates.
YOUR EXPERIENCE
- 5+ years of experience in technical or application support roles.
- Proven experience supporting workload automation platforms such as RMJ.
- Prior experience in mentorship, technical leadership, or informal team lead roles.
- Strong troubleshooting skills across OS, databases, networking, APIs, and RMJ components.
- Proficiency in English (written and spoken).
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 also prohibit discrimination based on a perception that anyone has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics. All such discrimination is unlawful and will have a zero tolerance policy applied to it.
Redwood will comply with all local data protection laws, including GDPR when it comes to the handling and processing of personal data. Should you wish for us to remove your personal data from our recruitment database, please email us directly at Recruitment@Redwood.com
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