L1 Support Representative
Job description
About the role
You own the first response for customers, guiding issues from greeting to resolution while protecting our automation platform. Daily work keeps interactions clear, precise, and consistent with Redwood expectations. You grow into product knowledge fast and handle cases with steady independence.
Location
Hyderabad, Telangana, India
Engagement
Full-time
Compensation
6,00,000 INR per year
What you'll do
Setting incoming cases into clear categories for faster resolution.
Gathering details so that basic problems are diagnosed without delay.
Routing complex tickets to experts according to timelines and standards.
Recording every exchange so that actions and findings remain traceable.
Joining calls to explain issues and guide users through basic fixes.
Organizing workload so that response goals stay within service levels.
Studying Redwood features and support steps to increase your effectiveness.
Sharing insights in team forums and improvement activities.
Tracking release notes and configuration changes to stay current.
Updating documentation so that records match real support actions.
Requirements
You bring two years of support background in applications or services.
A technical background in IT or computing shows you can handle technical work.
You troubleshoot across Windows and Linux, databases, APIs, and basic networks.
Comfort with scripting and at least one programming language helps here.
You learn tools quickly and follow defined problem solving steps.
Your written and spoken English is strong for clear user communication.
Nice to have
Experience serving customers in fast paced settings is preferred.
Skills & tools
Redwood Software
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.
Our 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 Level 1 Support Representative is an early-career technical support professional who delivers high-quality technical support to Redwood customers by managing customer inquiries, performing initial troubleshooting, and resolving routine to moderately complex issues. As the first line of customer interaction, this role ensures an excellent support experience through clear communication, accurate documentation, adherence to SLAs, and strong troubleshooting skills. The L1 support representative follows established processes and collaborates with internal teams. This role focuses on developing product knowledge, strengthening diagnostic skills, and building confidence in handling customer cases with growing autonomy.
Manage incoming customer tickets with moderate autonomy, ensuring timely responses, clear communication, and accurate updates.
Perform initial troubleshooting and gather required information to diagnose issues.
Escalate cases appropriately according to established timelines and guidelines when additional expertise is needed.
Document all interactions and findings clearly and accurately.
Participate in customer calls to clarify issues or assist with basic troubleshooting.
Support queue health through prioritization and workload organization ensuring to meet SLA requirements.
Learn Redwood products, features, and support workflows while developing baseline technical expertise.
Participates in team meetings, knowledge-sharing discussions, and continuous improvement initiatives.
Stay up to date on product releases, configuration changes, new features, and known issues.
The legal bit
Redwood is an equal opportunity employer. Redwood prohibits unlawful discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.