Technical Support Engineer - L3 (Pacific Time)

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Written by AI from the job title and company, not by Redis, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Technical Support Engineer - L3 at Redis plays a critical role in providing advanced technical support to our clients, ensuring they can effectively utilize our products and services. This position requires a deep understanding of complex technical issues, strong troubleshooting skills, and the ability to communicate effectively with both technical and non-technical stakeholders. The ideal candidate will work closely with the engineering team to resolve issues efficiently and provide feedback for product improvements, all while delivering exceptional customer service and maintaining a high level of client satisfaction.

Job Responsibilities

• Provide advanced troubleshooting and debugging support for Redis products and services.
• Act as an escalation point for complex technical issues that require in-depth analysis.
• Collaborate with the engineering team to resolve critical bugs and provide insights for development.
• Document solutions for recurring issues and contribute to knowledge base articles.
• Engage with customers through various channels, including email, phone, and chat, to deliver high-quality support.
• Conduct root cause analysis and provide clients with actionable insights to prevent future issues.
• Participate in product testing and feedback sessions to ensure continuous improvement.
• Manual handling of escalated cases to provide a timely resolution and follow up with clients.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in a technical support or engineering role, preferably in a software environment.
• Strong understanding of Redis and related data structures.
• Exceptional troubleshooting and problem-solving skills.
• Experience with cloud platforms (AWS, Azure, GCP) and container technologies (Docker, Kubernetes).
• Proficiency in at least one programming or scripting language (Python, Java, Go, etc.).
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to a non-technical audience.
• Strong customer service orientation and interpersonal skills.

Technologies & Tools

The Technical Support Engineer - L3 will work with several technologies and tools, including Redis, AWS, Azure, and GCP, to manage cloud resources. Proficiency in monitoring and visualization tools such as Grafana or Kibana is essential. Knowledge of containerization technologies like Docker and orchestration tools like Kubernetes is also required. Familiarity with version control systems such as Git, and experience with networking protocols will be beneficial for effective troubleshooting and support.

Ideal Candidates

The ideal candidates for the Technical Support Engineer - L3 position will possess a high level of curiosity and a passion for technology. They should be critical thinkers, capable of managing stressful situations while maintaining professionalism and composure. Strong collaborative skills are essential as this role involves working closely with cross-functional teams. Candidates who are proactive in seeking solutions and have a track record of outstanding customer service will thrive in this position. A dedication to continuous learning and adapting to evolving technologies is also a critical attribute for success in this role.