RedisLabs Technical Support Engineer - L3 

Canada 

285686431

Why would you love this job?

In this role, you will use and extend your existing technical depth and increase your technical breadth addressing complex problems for the top companies in the world. You will level-up to be an expert complex problem solver on Redis Enterprise Software being used as a super high-performance database by thousands of worldwide customers. You will dive deep into additional exciting forefront technologies by supporting Redis Enterprise running on the top Cloud Platforms and in the top container orchestration platforms.

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
• Collaborate with Engineering as needed to provide solutions
• Provide Root Cause Analysis when requested
• 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 three years of technical support or customer success in the enterprise software industry
• Strong technical background with excellent problem solving and multi-tasking skills
• Expert working knowledge in Linux/Unix and networking (TCP/IP)
• Proficiency in communication and presentation, both written and verbal (in English)
• High availability and commitment to customers at any time
• Bachelor of Science in Computer Science or Information Systems
• Ability to work in a remote setting with distributed teams
• Ability to work Pacific timezone business hours

Extra great if you have:

• Bachelor of Science in Computer Science or Information Systems
• Programming skills, developer experience
• Experience with NoSQL databases (especially Redis)
• Experience working in both cloud-based and on-premise service and technology environment, including clusters
• Experience working with container orchestration environments, such as Kubernetes