Technical Support Engineer - L2

What youll do

• Work with customers to troubleshoot and resolve complex software issues. Focus on code-related areas.
• 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?

• Bachelor of Science in Computer Science
• Prior experience in Software Development that you will leverage to help resolve tickets mainly related to Redis modules and Redis client libraries
• Experience in customer facing roles such as support or customer success
• 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

Extra great if you have :

• Masters degree in computer science
• 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-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.