Technical Support Engineer

What you’ll do

• 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 (including networks) for deployments that may be 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 while helping customers realize and maximize the value of their Redis subscription
• Participate in new product development, customer training, and other support-related activities

What will you need to have?

• 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