Technical Support Engineer - L3

$159,864 - $159,864/Yr

Redis - Bodega Bay, CA

Full-time - Mid Level

Bodega Bay, CA

11-50 employees

Clothing, Clothing Accessories, Shoe, and Jewelry Retailers

About the position

As a Technical Support Engineer at Redis, you will play a crucial role in diagnosing and resolving complex technical issues for our customers, ensuring they maximize the value of their Redis subscription. This position involves working with cutting-edge technologies and providing high-level support to name-brand clients, while continuously learning and growing your technical expertise.

Responsibilities

• 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 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, CloudOps, Engineering, Product, TAMs, and Sales.
• Serve as the customer advocate for timely resolution of issues and handling escalations.
• Participate in new product development, customer training, and other support-related activities.

Requirements

• 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.

Benefits

• 401(k)
• Unlimited time off
• Learning and development opportunities
• Comprehensive health and wellness benefits
• Discretionary bonuses
• Stock options
• Commuter benefits based on location