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Senior Escalation Engineer

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.

Redis is looking for a Senior Escalations Engineer to join the Redis Core R&D’s Cluster Engineering team.

 

Why would you love this job?

As an Escalation Engineer, you will have expertise in many versatile areas: from Redis open source server and various Clients, to Redis Enterprise Cluster and its implementation and managing tools. You will be part of the “last defense line” in analyzing and solving complex customer issues, contributing to product quality and customer satisfaction. 

Strong communication skills are key, allowing you to convey technical details to diverse stakeholders effectively. Your collaborative spirit shines as you work seamlessly with cross-functional teams, ensuring collective success. As an independent worker, you’ll take ownership of cases, driving them to resolution with autonomy and efficiency. 

Join our dynamic team, where your expertise, communication skills, collaboration, and autonomy will shape the success of our Redis-based solutions and customer experience.

 

What you’ll do: 

  • Work on highly complex customer scenarios involving distributed high performance systems
  • Gain expertise in Redis products, including cloud and on-premise offering
  • Reproduce issues, replicating customer environments and using automated tools for simulations
  • Provide Root Cause Analysis and possible solution improvements that enable effective troubleshooting and diagnostics
  • Go through the code relevant to the investigation, identify bugs, and address them
  • Manage engagement with Product Engineering for Support-raised escalations
  • Collaborate with Support, Testing, Developments and other teams
  • Provide statistics on the product quality

 

What will you need to have? 

  • 4+ years of experience in Escalations Engineer role or similar
  • Knowledge in scripting and programming (Python, C++)
  • Excellent analytical, problem resolution and decision-making skills
  • Team player with strong communication and collaboration skills
  • Advanced knowledge in Linux/Unix and networking (TCP/IP)
  • Self-motivated and independent thinker with quick learning skills
  • Passion for Elite technology and product quality
  • Experience with distributed systems (clusters, complex network topologies, etc.)

 

Extra great if you have: 

  • Experience with cloud infrastructure (AWS, GCP, Azure)
  • Experience with container orchestration environments, such as Kubernetes
  • Experience with NoSQL databases (preferably Redis)
  • Experience with Jira, Confluence and Google Docs
  • Experience using and maintaining CI/CD tools (Github actions, Jenkins, etc.)

The estimated gross base annual salary range for this role is $154,560 – $307,970  per year in New York, California, Washington, Colorado, and Rhode Island. Actual compensation may vary and is dependent on various factors, including a candidate’s work location, qualifications, experience, and competencies. Base annual salary is one component of Redis’ total compensation and competitive benefits package, which may include 401(k), unlimited time off, learning and development opportunities, and comprehensive health and wellness benefits. This role may include discretionary bonuses, stock options, commuter benefits based on location, or a commission plan. Salary history is not used in compensation package decisions. Redis utilizes market pay data to determine compensation, so posted compensation ranges are subject to change as new market data becomes available.

 

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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.
 
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