Technical Support Engineer - L2

April 24

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Redis

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The world's leading real‑time data platform

In-Memory Database • NoSQL • Redis • Caching • Key Value Store

501 - 1000

💰 $1.2M Secondary Market on 2021-12

Description

• 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

Requirements

• 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 • Master’s degree in computer science (optional) • Experience with NoSQL databases (especially Redis) (optional) • Experience working in both cloud-based and on-premise service and technology environment, including clusters (optional) • Experience working with container orchestration environments, such as Kubernetes (optional)

Benefits

• None specified