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Technical Support Engineer - L3 (Pacific Time)

Remote:

Full Remote

Work from:

Canada

Offer summary

Qualifications:

At least 3 years of technical support experience in enterprise software, Strong technical background in Linux/Unix and networking.

Key responsabilities:

Troubleshoot and resolve complex software issues for customers
Provide root cause analysis, analyze performance questions
Manage critical customer issues, facilitate communication
Serve as customer advocate for issue resolution, handle escalations
Contribute to new product development, customer training

Redis Computer Software / SaaS SME https://redis.com/

501 - 1000 Employees

See more Redis offers

Job description

Your missions

Who we are
We're Redis. We built the product that runs the fast apps our world runs on. (If you checked the weather, used your credit card, or looked at your flight status online today, you’re welcome.) At Redis, you’ll work with the fastest, simplest technology in the business—whether you’re building it, telling its story, or selling it to our 10,000+ worldwide customers. We’re creating a faster world with simpler experiences. You in?

Why would you love this job?

Come with us on our exciting journey as a valuable contributor in 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, on-going 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 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 super high-performance database by thousands of worldwide customers. You will dive deep into additional 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 who like to apply what they know 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 that we’d like you to bring in.

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 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

What will you need to have?

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

Extra great if you have:

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

#LI-Remote #LI-CA2 #LI-DNI

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.