[Hiring] Technical Support L3 @Redis

Role Description

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, ongoing learning, and the excitement of helping name-brand customers as part of our fun, tight-knit team.

In this role, you will:

• 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.
• Provide Root Cause Analysis.
• Collaborate with Engineering as needed to provide solutions.
• 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.

This role requires a 5-day work week that includes Saturday and Sunday.

Qualifications

• At least five years of technical experience as a Support Engineer, Systems Engineer, Software Engineer, or Site Reliability Engineer in an enterprise software company.
• At least four years of experience troubleshooting real-time production systems.
• At least two years of hands-on experience with cloud infrastructure.
• Strong background in scripting or programming languages (Python, Java, C#, JavaScript, Bash, Powershell, etc.).
• Expert working knowledge in Linux/Unix and networking (TCP/IP).
• Professional experience working with networking tools like wireshark, tcpdump, etc.
• Experience in analyzing and debugging production issues at scale.
• Experience with alerting and monitoring systems (Prometheus, Grafana, ELK, Splunk, etc.).
• Working knowledge of Cloud-based and On-premises environments.
• Proficiency in communication and presentation, both written and verbal (in English).
• Strong technical background with excellent problem-solving and multi-tasking skills.
• High availability and commitment to customers at any time.

Requirements

• Extra great if you have:
• Bachelor of Science in Computer Science or Information Systems.
• Experience with NoSQL databases (especially Redis).
• Experience working with container orchestration environments, such as Kubernetes.

Benefits

• The estimated gross base annual salary range for this role is $91,455 – $137,273 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
• 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.