Responsibilities of the Candidate:

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.

Requirements:

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.