Technical Support Engineer L3, Singapore (Mandarin Speaking)

We’re Redis.

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We’re shaping the future of software. That means less talking and more doing, pushing the boundaries, and helping our customers build better, faster.

We’re curious, committed, and count on one another to think—and build—fast. Join us.

We are looking for a Technical Support Engineer L3 to join our Customer Support team. As a member of the Support team, you will be responsible for providing dependable and timely resolution for complex software issues related to products offered by our customers. As a technical expert, you are expected to act as a point of contact for
challenging support cases. You will need to become an expert for products offered by our customers and ensure the quality of service and SLA compliance.

Our ideal candidate has great interpersonal skills, as the role requires you to maintain close relationships with customers, fellow team members, DevOps teams, R&D teams, and product teams.

If you are excited to serve as the subject matter expert to a growing customer base, while continuing to grow and expand your knowledge, then this is the right challenge for you.

Responsibilities

Work with global customers to troubleshoot and resolve complex software issues, replicating customer environments and network problems as needed.
Provide technical expertise and apply advanced platform knowledge during testing and deployment of proprietary software.
Work with PaaS providers like Heroku, IBM, Pivotal, etc. to help resolve the
Customer issues for our Cloud products which are delivered through these PaaS providers.
Manage critical customer issues and facilitate communication between customers, Sales and Engineering.
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Prioritize and manage several open issues at one time
Follow up with clients to ensure their applications are fully functional after troubleshooting and resolving the current issue.
Research and solve complex issues impacting our customer’s utilization of our products.
Participate in new product development, customer training and other support related activities.
Document issues and collaborate with Engineering (if needed) to provide solutions.

Requirements

B.Sc. or B.E in Computer Science or Information Systems.
Must live in the Territory – Singapore.
Must be well proficient in Mandarin Language.
5+ years of experience in a technical support role within a software environment.
Advanced to expert-level knowledge of technologies such as Linux/Unix, TCP/IP, DNS, TLS and Clustering
Experience with programming skills such as Java, C/C++, Python
Strong technical background with excellent problem-solving and multitasking skills
Proficiency in communication and presentation, both written and verbal (in English)
High availability and commitment to customers at any time

Advantages

Experience with NoSQL databases
Experience in working with either or all technologies – OpenShift, Docker, Kubernetes.
Degree in Computer Science or Information Systems
Prior experience handling cloud computing such as AWS, GCP
Experience working in both cloud-based and on-premise service and technology environments.

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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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