Technical Support Engineer, Level 3

closed
Redis Logo

Redis

πŸ“Remote - Canada

Summary

Join our Unicorn Pre-IPO Global Customer Technical Support Team at Redis as a Technical Support Engineer, helping customers with complex technical issues and working on exciting forefront technologies.

Responsibilities

  • 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
This job is filled or no longer available