About the job
About Us
At Redis, we are pioneers in creating the technology that powers the fastest applications in the world. By utilizing our products, you contribute to a seamless experience for users across various sectors, from checking weather updates to managing flight information. Join us in our mission to create a faster, more efficient digital world.
Why You'll Love Working Here
As a Level 3 Technical Support Engineer, you will play a crucial role in assisting our customers by troubleshooting and resolving intricate technical challenges. This position offers the opportunity to engage with high-profile clients, tackle exciting technical problems, and continuously expand your knowledge in an empowering team environment.
You will deepen your expertise in Redis Enterprise Software, which serves as a high-performance database for thousands of global customers. Your work will involve exploring cutting-edge technologies while providing support for Redis Enterprise on leading cloud platforms and container orchestration systems.
We seek passionate experts who are eager to learn and thrive in a collaborative atmosphere. If you are curious, persistent, and enjoy delving into the full technology stack—from coding to systems administration, networking, and performance optimization—then we invite you to apply.
Key Responsibilities:
Collaborate with customers to troubleshoot and resolve complex software issues, including environment replication as necessary.
Document issues and contribute to our internal knowledge base.
Work in tandem with the Engineering team to develop effective solutions.
Conduct Root Cause Analysis for issues.
Analyze performance-related inquiries that arise along the data path, whether in cloud or on-premises deployments.
Provide technical expertise throughout testing, deployment, and upgrades of Redis software.
Manage critical customer issues by facilitating communication among customers, CloudOps, Engineering, Product, TAMs, and Sales teams.
Act as the customer advocate for prompt issue resolution and manage escalations.

