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. You will use and extend your existing technical depth, increase your technical breadth, and level-up to be an expert complex problem solver on Redis Enterprise Software.

Requirements

• 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

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

Preferred Qualifications

• Bachelor of Science in Computer Science or Information Systems
• 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