Technical Support Engineer - L3 (Pacific Time)

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Job Overview

The Technical Support Engineer - L3 position at Redis involves providing advanced technical assistance and support to clients utilizing Redis technologies, primarily during Pacific Time hours. The successful candidate will be responsible for troubleshooting complex issues, assisting in deployments, and ensuring optimal performance of Redis environments. This role demands a combination of technical expertise, customer service acumen, and effective problem-solving skills to aid clients in maximizing their use of our products.

Job Responsibilities

• Provide advanced technical support and troubleshooting for Redis products.
• Assist customers in deploying and configuring Redis instances effectively.
• Analyze and resolve performance-related issues in customers' environments.
• Collaborate with engineering teams to identify bugs and propose solutions.
• Develop and maintain technical documentation for internal and customer use.
• Conduct product training sessions and presentations for clients, as needed.
• Manage escalated customer support issues beyond Level 2 resolution.
• Participate in an on-call rotation to provide after-hours support as necessary.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Minimum 5 years of technical support experience in a software or technology environment.
• Strong understanding of Redis, NoSQL databases, and data storage concepts.
• Proficient in troubleshooting network and database-related issues.
• Experience with cloud technologies (AWS, Azure, GCP) preferred.
• Excellent verbal and written communication skills for client interaction.
• Ability to work independently and as part of a collaborative team.

Technologies & Tools

This position utilizes a variety of technologies and tools including, but not limited to, Redis Enterprise, AWS, Azure, Docker, Kubernetes, and monitoring tools such as Grafana and Prometheus. Proficiency in programming and scripting languages such as Python or Go is also beneficial for automating support tasks and enhancing system performance.

Ideal Candidates

The ideal candidate for this role is a dedicated and resourceful professional who possesses a deep technical knowledge of Redis and a passionate commitment to customer satisfaction. They should demonstrate strong analytical and critical thinking skills, enabling them to diagnose and resolve problems efficiently. Additionally, a collaborative mindset and the ability to adapt in a fast-paced environment will ensure success in supporting Redis's diverse clientele.