Senior Support Engineer

Dallas Fort Worth, TX
Job Role

In this role you will be the first point of contact with customers and partners at senior levels to support Redwood Software technology, gain insight and understand the customer needs and solutions. Our customers are the largest and most successful in their respective industries. Ultimately, your success is judged by the success of those customers in deriving real world business value as shown by repeat business and increased adoption.

Responsibilities
  • In charge of the overall product support for discrepancies, bugs, enhancements, and customer education for our workload automation software.
  • Support customer teams and Redwood Software partners to deliver first-class response in time critical situations.
  • Provide engineering support and solutions to professional services, technical and business teams.
  • Triage problems and provide guidance in accordance with Redwood Software’s service level agreements.
  • Escalation of bugs to development and product management.
Skills
  • 5+ years of experience in a technical/software support role supporting internal and/or external stakeholders by analyzing, troubleshooting and resolving enterprise software issues
  • Experience in an object-oriented language – Redwood Software is based in Java
  • Strong analytical and problem-solving skills with the ability to quickly differentiate between problems caused by hardware, operating systems software, application programs or network failures
  • Familiarity on primarily the back end (Java, SQL) software development and secondarily, communication protocols (HTTP, IP) and the front-end web tier (JavaScript, HTML, and cross-browser development)
  • Basic familiarity with common automation targets: ERP (SAP, PeopleSoft), OS (batch/shell scripts), Database (Oracle, SQL Server , Postgres), Web integration (SSL, SOAP, REST)

To apply for this opportunity, please send your resume to recruitment@redwood.com

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. All resume’s submitted to Redwood will be retained for 6 months (12 months with your consent) after submission for recruitment purposes. Should you wish for us to remove your personal data from our recruitment database, please email us directly on Recruitment@Redwood.com