Technical Support Engineer L3 - (Pacific Time)

Who we are

Come and join us at Redis, where our success and diverse global culture make us the ideal choice for your next career move. When you join us, you’ll begin a new and exciting career journey on which you’ll enjoy professional success, learn valuable new skills, and make lifelong friends.

Why Redis?

Data is the lifeline of every business, and Redis helps organizations reimagine how fast they can process, analyze, make predictions, and take action on the data they generate. Redis provides a competitive edge to more than 8,000 global businesses with Redis Enterprise. We have major strategic partnerships with cloud vendors Amazon Web Services, Microsoft Azure, and Google Cloud.

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 five 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
High availability and commitment to customers at any time
Ability to work in a remote setting with distributed teams

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

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 US team members fantastic benefits and perks:

Competitive salaries and equity grants
Unlimited time off to promote a healthy work-life balance
H/D/V coverage along with 401K, FSA, and Commuter Benefits
Frequent team celebrations and recreation events
Learning and development opportunities
Ability to influence a high-performance company on its way to IPO

#LI-Remote #LI-CA2

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.