Redis is hiring a
Technical Support Engineer

Summary

Join our Unicorn Pre-IPO Global Customer Technical Support Team at Redis as a Technical Support Engineer and help customers by diagnosing and resolving complex technical issues in a high-contribution role with exciting technical challenges, ongoing learning, and the excitement of helping name-brand customers.

Requirements

• At least five years of relevant experience in the enterprise software industry
• Strong background in scripting or programming languages
• Working knowledge of Cloud-based and On-premise environments
• Expert working knowledge in Linux/Unix and networking (TCP/IP)
• Proficiency in communication and presentation, both written and verbal (in English)
• Strong technical background with excellent problem-solving and multi-tasking skills
• High availability and commitment to customers
• Ability to work Pacific timezone business hours

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

Preferred Qualifications

• Bachelor of Science in Computer Science or Information Systems
• Experience with NoSQL databases (especially Redis)
• Experience working with container orchestration environments, such as Kubernetes

Benefits

• Competitive salaries and equity grants
• Unlimited time off to promote a healthy work-life balance
• H/D/V coverage along with 401K, FSA, and Commuter Benefits
• Team celebrations and recreation events
• Learning and development opportunities