Technical Support L3 Weekends

About the Role

The Technical Support Engineer role is a critical component of Redis's customer success strategy. As a key member of the support team, you will have the opportunity to work with a wide range of customers, from small startups to large enterprises, and help them maximize the value of their Redis subscription. Your technical expertise and problem-solving skills will be essential in resolving complex issues and providing excellent customer service.

The support team at Redis is known for its technical expertise, collaborative spirit, and commitment to customer satisfaction. As a Technical Support Engineer, you will be expected to contribute to this culture, share your knowledge and experience with the team, and continuously learn and improve your skills.

What You Will Do

• Work with customers to troubleshoot and resolve complex software issues, reproducing issues and replicating customer environments as needed
• Document issues and contribute to internal team documentation, providing root cause analysis and collaborating with engineering teams to provide solutions
• Analyze performance questions that may arise along the data path, including networks, for deployments 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, cloud ops, engineering, product, TAMs, and sales
• Serve as the customer advocate for timely resolution of issues and handling escalations, helping customers realize and maximize the value of their Redis subscription
• Participate in new product development, customer training, and other support-related activities
• Collaborate with the sales team to identify and pursue new sales opportunities, providing technical expertise and support to sales engineers
• Develop and maintain technical documentation, including knowledge base articles, technical notes, and training materials
• Stay up-to-date with industry trends, new technologies, and emerging standards, applying this knowledge to improve the support team's technical capabilities

What We Are Looking For

• 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, with a strong background in scripting or programming languages (Python, Java, C#, JavaScript, Bash, Powershell, etc.)
• At least two years of hands-on experience with cloud infrastructure, including AWS, Azure, or Google Cloud
• Expert working knowledge of Linux/Unix and networking (TCP/IP), with experience working with networking tools like wireshark, tcpdump, etc.
• Experience in analyzing and debugging production issues at scale, with a strong understanding of distributed systems and cloud-based architectures
• Experience with alerting and monitoring systems (Prometheus, Grafana, ELK, Splunk, etc.), with a strong background in data analysis and visualization
• Proficiency in communication and presentation, both written and verbal (in English), with experience creating technical documentation and presenting to technical audiences
• Strong technical background with excellent problem-solving and multi-tasking skills, with the ability to work independently and as part of a team

Nice to Have

• Bachelor of Science in Computer Science or Information Systems, with a strong foundation in computer science and software engineering
• Experience with NoSQL databases (especially Redis), with a strong understanding of database design and data modeling
• Experience working with container orchestration environments, such as Kubernetes, with a strong background in DevOps and agile development methodologies
• Experience with IT service management frameworks, such as ITIL, with a strong understanding of service management principles and practices

Benefits and Perks

• Competitive salary range of $91,455 -
  37,273 per year, depending on experience and location
• Comprehensive benefits package, including health, dental, and vision insurance, with a strong emphasis on work-life balance and employee well-being
• Generous paid time off policy, with flexible vacation days and holidays, allowing for a healthy balance between work and personal life
• Remote work stipend, with a budget for home office setup and equipment, to support remote work and productivity
• Opportunities for professional growth and development, with a strong emphasis on learning and career advancement
• Access to cutting-edge technologies and tools, with a strong focus on innovation and experimentation
• Collaborative and dynamic work environment, with a team of experienced professionals and a culture of open communication and feedback
• Recognition and reward programs, with a strong emphasis on employee recognition and appreciation
• Flexible working hours, with a focus on productivity and results, allowing for a healthy balance between work and personal life

• To stand out in the application process, highlight your experience with cloud infrastructure and NoSQL databases, and be prepared to provide specific examples of how you've used these technologies in previous roles.
• Make sure to tailor your resume and cover letter to the specific requirements of the role, and use language from the job description to describe your skills and experiences.
• Prepare for the interview by practicing your problem-solving skills and reviewing common technical support scenarios, and be prepared to ask thoughtful questions about the role and the company.
• Consider creating a portfolio of your work, including examples of technical documentation, presentations, and other materials, to showcase your skills and experience.
• When negotiating your salary, be sure to research the market rate for the role and location, and be prepared to make a strong case for your value as a candidate.
• Be aware of red flags such as a lack of clear communication, unclear expectations, or a negative company culture, and trust your instincts if something feels off.
• Don't be afraid to ask questions during the interview process, and be sure to ask about the company culture, team dynamics, and opportunities for growth and development.