Technical Support Engineer L3

Summary

Join Redis's Unicorn Pre-IPO Global Customer Technical Support Team as a Technical Support Engineer. You will diagnose and resolve complex technical issues for high-profile clients, utilizing and expanding your technical expertise in Redis Enterprise Software. This role involves troubleshooting software issues, collaborating with engineering teams, providing root cause analysis, and managing critical customer situations. You will leverage your skills in Linux/Unix, networking, and communication to ensure timely issue resolution and maximize customer value. The position requires a strong technical background and at least three years of experience in enterprise software support. The ideal candidate will possess a Bachelor of Science in Computer Science or Information Systems and thrive in a remote, collaborative environment.

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