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Technical Support Engineer - L3

Remote: 
Full Remote
Contract: 
Full time
Work from: 
United Kingdom

Offer summary

Qualifications:

At least 5 years experience in enterprise software industry, Knowledge of scripting/programming, Cloud environments, Linux, networking.

Key responsabilities:

  • Troubleshoot and resolve complex software issues for customers
  • Collaborate with various teams to provide solutions and Root Cause Analysis
  • Manage critical customer issues and facilitate communication
  • Serve as a customer advocate for issue resolution and maximizing value
  • Participate in new product development and customer training
Redis logo
Redis Computer Software / SaaS SME https://redis.com/
501 - 1000 Employees
About Redis
Redis makes apps faster, by creating a data foundation for a real-time world. It is the driving force behind Open-Source Redis, the world’s most loved in-memory database, and commercial provider of Redis Enterprise, a real time data platform. Redis Enterprise powers real-time services for over 8,000 organizations globally. It builds upon the unmatched simplicity and speed of Open-Source Redis along with an enterprise grade data platform that offers robustness of modern data models, management, automation, performance and resiliency to deploy and run modern applications at any scale from anywhere on the planet.
See more Redis offers

Job description

Who we are?

A global company with a diverse and talented team. We dream, create, and succeed as one. Collaboration, open feedback, innovation, and growth aren’t just words here; they’re our DNA. We’re doers who value action over words and are committed to excellence, mutual support, and continuous learning. Redis offers more than a job; your voice matters here – join us and redefine what’s possible.

Why Redis?

It’s an opportunity to thrive with cutting-edge real-time technology, a robust go-to-market strategy, and a commitment to pushing boundaries. We are the driving force behind Open-Source Redis, the world’s most loved in-memory database, and Redis Enterprise serving over 10,000 customers worldwide, to reimagine how fast they can process, analyze, make predictions, and take action on the data they generate.

Why would you love this job?

Come with us on our exciting journey as a valuable contributor to our Unicorn Pre-IPO Global Customer Technical Support Team at Redis. 

As a Technical Support Engineer, you will be responsible for helping 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 as part of our fun, tight-knit team.

In this role, you will use and extend your existing technical depth and increase your technical breadth by addressing complex problems for the top companies in the world. You will level up to be an expert complex problem solver on Redis Enterprise Software, being used as a high-performance database by thousands of worldwide customers. You will dive deep into different exciting forefront technologies by supporting Redis Enterprise running on the top Cloud Platforms and in the top container orchestration platforms. 

Join the best of the best and continuously learn new things. We are looking for brilliant experts that are curious, persistent, and happy digging through the full stack, from code to Sysadmin to networking to performance. If this sounds like you, please check out the technical foundation we’d like you to bring.

What you’ll do:

  • 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

What will you need to have? 

  • 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 

Extra great if you have:

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

We give back to our employees:

Our culture is what makes Redis a fun and rewarding place to work. To support you at work and beyond, we offer all our team members fantastic benefits and perks:

  • Competitive salaries and equity grants
  • Flexible vacation time to promote a healthy work-life balance
  • Health insurance, paid paternity leave, and pension plan
  • Flexible working options 
  • Team celebrations and recreation events
  • Learning and development opportunities
  • Ability to influence a high-performance company on its way to IPO

#LI-Remote #LI-HG1

As a global company, we value a culture of curiosity, diversity of thought, and innovation from our employees, customers, and partners. Redis is committed to a diverse and inclusive work environment where all employees’ differences are celebrated and supported, and everyone feels safe to bring their authentic selves to work. Redis is dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, sexual orientation, age, marital status, disability, gender identity, gender expression, Veteran status, or any other classification protected by federal, state, or local law. We strive to create a workplace where every voice is heard, and every idea is respected.
 
Redis is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities. If you think you may require accommodations for any part of the recruitment process, please send a request to recruiting@redis.com. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.
 
Redis reserves the right to retain data longer than stated in the privacy policy in order to evaluate candidates.

Required profile

Experience

Industry :
Computer Software / SaaS
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Integrated Development EnvironmentsMicrosoft NetworkingCloud InfrastructureNoSQLTCP/IPRedisUnixProgramming LanguagesKubernetesRoot Cause AnalysisScriptingCustomer Success Management

Other Skills

  • Verbal Communication Skills
  • Problem Solving
  • Customer Service
  • Teamwork
Are you interested?

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