Remote Technical Support Engineer, Level 3

Summary

Join Redis on an exciting journey as a valuable contributor to our Unicorn Pre-IPO Global Customer Technical Support Team. As a Technical Support Engineer, you will help customers by diagnosing and resolving complex technical issues, use and extend your existing technical depth, and increase your technical breadth.

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
• 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