Technical Support Engineer- Tier 3

We are looking for a Solution Delivery Engineer, Tier 3, to join our Customer Support team in India.

As a member of the Redis Labs Global Customer Support team, you will be responsible for providing dependable and timely resolution for complex software issues related to Redis Enterprise products. As a technical expert, you are expected to act as a point of contact for challenging support cases. You will need to become an expert for Redis Labs products and ensure the quality of service and SLA compliance.

Our ideal candidate has great interpersonal skills, as the role requires you to maintain close relationships with customers, fellow team members, DevOps teams, R&D teams and product teams.

If you are excited to serve as the subject matter expert to a growing customer base, while continuing to grow and expand your knowledge, then this is the right challenge for you.

We’re Redis Labs, the home of the open source Redis database platform and commercial provider of Redis Enterprise. A recognized leader in NoSQL, in-memory databases with more than 8,500 enterprise customers around the world, we’re growing fast—we’ve raised more than $246 million in funding and are growing our staff across our offices in Mountain View, Calif.; London; Tel Aviv; and Austin, Texas. In the past year alone, Redis Labs has been named to Deloitte’s Technology Fast 500 EMEA, earned a spot on Dun & Bradstreet’s 10 Best Startups to Work for in Israel, and been ranked one of the healthiest employers in the Bay Area.


Responsibilities

  • Work with global customers to troubleshoot and resolve complex software issues, replicating customer environments and network problems as needed.
  • Provide technical expertise and apply advanced platform knowledge during testing and deployment of Redis Labs software.
  • Manage critical customer issues and facilitate communication between customers, Sales and Engineering.
  • Research and solve complex issues impacting our customer’s utilization of our products.
  • Participate in new product development, customer training and other support-related activities.
  • Document issues and collaborate with Engineering (if needed) to provide solutions.

Requirements

  • B.Sc. in Computer Science or Information Systems
  • 3+ years of experience in technical support role within software environment
  • Advanced to expert level knowledge of technologies such as Linux/Unix, TCP/IP, DNS, TLS and Clustering
  • Experience with programming skills such as Java, C/C++, Python
  • Strong technical background with excellent problem solving and multitasking skills
  • Proficiency in communication and presentation, both written and verbal (in English)
  • High availability and commitment to customers at any time

Advantages

  • Experience with NoSQL databases (especially Redis)
  • Prior experience handling with cloud computing such as AWS