L1 Support Team Leader

Join Redwood Software as an L1 Support Team Leader and lead a talented team of representatives in delivering lights-out automation support. You will act as a key operational anchor, driving performance, managing complex escalations, and mentoring the next generation of automation experts in our global mission.

• Lead, coach, and manage a team of L1 Support Representatives, conducting structured 1:1s and team meetings.
• Drive operational excellence by monitoring KPIs such as SLA, CSAT, backlog, and resolution speed.
• Handle complex customer escalations and critical operational incidents with full autonomy.
• Perform detailed ticket audits and provide actionable feedback to improve support quality.
• Analyze operational trends and lead proactive improvement initiatives to reduce escalation ratios.
• Oversee the trainee onboarding process and lead training sessions based on trend analysis.
• Partner with internal teams to resolve systemic issues and ensure high customer satisfaction.

• Must have 57 years of experience in technical support with at least 2 years in a leadership role.
• Strong technical foundation in Operating Systems, Databases, Networking, and API concepts.
• Proven track record of managing team performance and meeting operational KPIs.
• Advanced ability to interpret data and performance metrics to drive corrective actions.
• Skilled in conflict resolution, coaching, and presenting reports to stakeholders.
• Bachelors degree in a relevant field or equivalent technical experience.

• Opportunity to work with a global leader in SaaS-based automation solutions.
• Competitive salary package aligned with international industry standards.
• Dynamic career growth in a culture that values curiosity and outcome ownership.
• Exposure to high-end ERP automation fabrics and mission-critical business processes.
• Collaborative work environment with a focus on One Team, One Redwood.

This is an on-site role in Hyderabad requiring close coordination with global customer success teams.