Support Trainee

Overview

An entry-level Support Trainee position within Redwood's Customer Support organization, participating in a structured training program to build foundational knowledge of Redwood products, support processes, and technical concepts, with the goal of transitioning to Level 1 Support Representative when ready and when opportunities arise.

What you'll do

• 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.

What you'll need

• 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).

Nice to have

• Previous experience in customer or application support.
• Exposure to technical environments through coursework, internships, or personal projects.

Details

• Location: Hyderabad, Telangana, India.