Reports To: Customer Support Manager

Location: Monterrey, Mexico

Environment: Hybrid

This position is full‑time, Thursday through Sunday, and hybrid (in office Thursday and Friday; remote on the weekend). Coverage is required for the following shifts:

• Weekdays
  • 5:30PM to 2:00AM
  • 1:30AM to 10:00AM
• Weekends
  • 9:30AM to 6:00PM
  • 5:30PM to 2:00AM
  • 1:30AM to 10:00AM

• Actively resolve customer‑facing technology‑related issues and inquiries for both Managed and Technology‑only accounts within Redwood.
• Serve as an additional administrative and/or technical resource on active project implementations.
• Learn on the fly and immerse yourself in a program designed to acquire and develop skills needed for continued growth within the team.