Technical Support Engineer L3

Summary

Join Redis as a Technical Support Engineer and help customers resolve complex technical issues. You will leverage your expertise in troubleshooting real-time production systems and cloud infrastructure to provide root cause analysis and collaborate with engineering teams. This high-contribution role offers exciting technical challenges, continuous learning, and the opportunity to work with top companies globally. You will utilize your skills in scripting, Linux/Unix, networking, and cloud environments to support Redis Enterprise software deployments. The role involves managing critical customer issues, advocating for timely resolutions, and contributing to new product development and training. Redis offers a competitive compensation and benefits package.

Requirements

• At least five years of technical experience as a Support Engineer, Systems Engineer, Software Engineer, or Site Reliability Engineer in an enterprise software company
• At least four years of experience troubleshooting real-time production systems
• At least two years of hands-on experience with cloud infrastructure
• Strong background in scripting or programming languages (Python, Java, C#, JavaScript, Bash, Powershell, etc.)
• Expert working knowledge in Linux/Unix and networking (TCP/IP)
• Professional experience working with networking tools like wireshark, tcpdump, etc
• Experience in analyzing and debugging production issues at scale
• Experience with alerting and monitoring systems (Prometheus, Grafana, ELK, Splunk, etc.)
• Working knowledge of Cloud-based and On-premises environments
• 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 at any time

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
• Provide Root Cause Analysis
• Collaborate with Engineering as needed to provide solutions
• 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

Benefits

• 401(k)
• Unlimited time off
• Learning and development opportunities
• Comprehensive health and wellness benefits
• Discretionary bonuses
• Stock options
• Commuter benefits based on location
• A commission plan