Technical Support Engineer L2/L3

This is a fully remote position, open to applicants in India.

📋 Description

• Collaborate with customers to diagnose and resolve intricate software challenges: Reproduce issues and replicate customer environments as necessary.

• Record issues and enhance our internal documentation.

• Work together with the Engineering team as required to offer solutions.

• Conduct Root Cause Analysis.

• Examine performance inquiries that may arise along the data path (including networks) for deployments in Cloud or On-premises environments.

• Provide technical expertise during the testing, deployment, and upgrading of Redis software.

• Manage critical customer concerns, ensuring effective communication between customers, CloudOps, Engineering, Product, TAMs, and Sales.

• Act as the customer advocate to ensure timely issue resolution and manage escalations, while assisting customers in realizing and maximizing the value of their Redis subscription.

• Engage in new product development, customer training, and other support-related initiatives.

⛳️ Requirements

• Minimum of seven years of relevant experience in the enterprise software sector.

• Strong proficiency in scripting or programming languages.

• Familiarity with Cloud-based and On-premise environments.

• Expert knowledge of Linux/Unix systems and networking (TCP/IP).

• Excellent communication and presentation skills, both written and verbal (in English).

• Solid technical foundation with strong problem-solving and multitasking abilities.

• High availability and a strong commitment to customer service.

• Preferred qualifications include:

• Bachelor of Science in Computer Science or Information Systems.

• Experience with NoSQL databases (particularly Redis).

• Familiarity with container orchestration environments, such as Kubernetes.

🏝️ Benefits

• Redis is committed to fostering a diverse and inclusive workplace where the unique differences of all employees are celebrated and supported, ensuring everyone feels safe to express their authentic selves.

• Redis is dedicated to equal employment opportunities without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, gender expression, Veteran status, or any other classification protected by federal, state, or local law.

• Redis is committed to collaborating with and providing access and reasonable accommodations to applicants with mental and/or physical disabilities.