Technical Support Engineer L2/L3

🔥 15 minutes ago

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Redis

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2011

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

💰 $1.2M Secondary Market - Redis on 2021-12

SaaS • B2B • Artificial Intelligence

Redis is an in-memory data platform and open-source data store that provides low-latency caching, streaming, search, and real-time data services. It offers both Redis Cloud (a managed SaaS offering) and Redis open-source software for on-prem/hybrid deployments, plus a suite of tools and extensions—Redis Iris (real-time context for AI agents), Redis Context Retriever, LangCache, Redis Flex (tiered RAM+flash storage), Active-Active multi-region replication, Redis Insight UI, and client SDKs. Redis is used for core workloads like caching, session management, real-time messaging/streams, feature stores, vector search and semantic search for RAG/AI, fraud detection and real-time decisioning, targeting developers and enterprise customers across industries such as financial services, e-commerce/retail, gaming, healthcare and telco.

📋 Description

• 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 • 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 seven years of relevant experience in the enterprise software industry • Strong background in scripting or programming languages • Working knowledge of Cloud-based and On-premise environments • Expert working knowledge in Linux/Unix and networking (TCP/IP) • 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. • Extra great if you have: • Bachelor of Science in Computer Science or Information Systems • Experience with NoSQL databases (especially Redis) • Experience working with container orchestration environments, such as Kubernetes

🏖️ Benefits

• Redis is committed to a diverse and inclusive work environment where all employees’ differences are celebrated and supported, and everyone feels safe to bring their authentic selves to work. • Redis is dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, sexual orientation, age, marital status, disability, gender identity, gender expression, Veteran status, or any other classification protected by federal, state, or local law. • Redis is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities.