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Technical Support Engineer
3 months ago
Who we are
We're Redis. We built the product that runs the fast apps our world runs on. (If you checked the weather, used your credit card, or looked at your flight status online today, you're welcome.) At Redis, you'll work with the fastest, simplest technology in the business—whether you're building it, telling its story, or selling it to our 10,000+ worldwide customers. We're creating a faster world with simpler experiences. You in?
Why would you love this job?
Come with us on our exciting journey as a valuable contributor in our Unicorn Pre-IPO Global Customer Technical Support Team at Redis.
As a Technical Support Engineer, you will be responsible for helping customers by diagnosing and resolving complex technical issues in a high-contribution role with exciting technical challenges, on-going learning, and the excitement of helping name-brand customers as part of our fun, tight-knit team.
In this role, you will use and extend your existing technical depth and increase your technical breadth addressing complex problems for the top companies in the world. You will level-up to be an expert complex problem solver on Redis Enterprise Software being used as a super high-performance database by thousands of worldwide customers. You will dive deep into additional exciting forefront technologies by supporting Redis Enterprise running on the top Cloud Platforms and in the top container orchestration platforms.
Join the best of the best who like to apply what they know and continuously learn new things. We are looking for brilliant experts that are curious, persistent, and happy digging through the full stack, from code to sysadmin to networking to performance. If this sounds like you, please check out the technical foundation that we'd like you to bring in.
What you'll do:
- Work with customers to troubleshoot and resolve complex software issues.
- Reproduce issues, replicating customer environments as needed.
- Document issues and contribute to our internal team documentation.
- Collaborate with Engineering as needed to provide solutions.
- Provide Root Cause Analysis when requested.
- Analyze performance questions that may arise along the data path (including networks) for deployments that may be in the cloud or on-premises.
- Provide technical expertise during testing, deployment, and upgrading of Redis software.
- Manage critical customer issues, facilitating communication between customers, CloudOps, Engineering, Product, TAMs, and Sales.
- Serve as the customer advocate for timely resolution of issues and handling escalations, while helping customers realize and maximize the value of their Redis subscription.
- Participate in new product development, customer training, and other support-related activities.
What will you need to have?
- At least three years of technical support or customer success in the enterprise software industry.
- Strong technical background with excellent problem solving and multi-tasking skills.
- Expert working knowledge in Linux/Unix and networking (TCP/IP).
- Proficiency in communication and presentation, both written and verbal (in English).
- High availability and commitment to customers at any time.
- Bachelor of Science in Computer Science or Information Systems.
- Ability to work in a remote setting with distributed teams.
- Ability to work Pacific timezone business hours.
Extra great if you have:
- Programming skills, developer experience.
- Experience with NoSQL databases (especially Redis).
- Experience working in both cloud-based and on-premise service and technology environment, including clusters.
- Experience working with container orchestration environments, such as Kubernetes.
