Technical Support Engineer
Troubleshoot and resolve complex Redis Enterprise issues for customers across cloud and on-premises environments. The role requires seven or more years of enterprise software experience, strong Linux, networking, scripting, and problem-solving expertise.
About the job
Responsibilities
- Troubleshoot and resolve complex software issues with customers, reproducing issues and replicating customer environments as needed.
- Document issues and contribute to internal team documentation.
- Collaborate with Engineering to provide solutions.
- Provide root cause analysis.
- Analyze performance questions across the data path, including networks, for cloud and on-premises deployments.
- Provide technical expertise during testing, deployment, and upgrades of Redis software.
- Manage critical customer issues and facilitate communication among customers, CloudOps, Engineering, Product, TAMs, and Sales.
- Advocate for customers by driving timely issue resolution, handling escalations, and helping customers maximize the value of their Redis subscription.
- Participate in new product development, customer training, and other support-related activities.
Requirements
- At least seven years of relevant experience in the enterprise software industry.
- Strong background in scripting or programming languages.
- Working knowledge of cloud-based and on-premises environments.
- Expert working knowledge of Linux/Unix and networking, including TCP/IP.
- Excellent written and verbal communication and presentation skills in English.
- Strong technical background with excellent problem-solving and multitasking skills.
- High availability and commitment to customers.
Nice-to-haves
- Bachelor of Science in Computer Science or Information Systems.
- Experience with NoSQL databases, especially Redis.
- Experience with container orchestration environments such as Kubernetes.
Skills
Redis, Linux/Unix, TCP/IP, Kubernetes, Nosql Databases, Cloud Platforms, Container Orchestration, Scripting, Programming Languages, Root Cause Analysis
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