Redwood Software off campus hiring for Support Trainee apply now Full Time

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.

Our engineering team is made up of SaaS skilled developers, architects and team leads and we have openings for other developers in the team. If you are looking for a challenging product development that offers learning and growth opportunities, apply for this position

Key Responsibilities

• 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.

Good to Have: