Technical Support L3 - Weekends

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 (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

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

Nice-to-Haves

• Bachelor of Science in Computer Science or Information Systems
• Experience with NoSQL databases (especially Redis)
• Experience working with container orchestration environments, such as Kubernetes

Compensation

• Estimated gross base annual salary range: $91,455 – $137,273 per year (in New York, California, Washington, Colorado, and Rhode Island)
• Base annual salary is one component of total compensation including 401(k), unlimited time off, learning and development opportunities, comprehensive health and wellness benefits, discretionary bonuses, stock options, commuter benefits based on location, or a commission plan