Technical Support L3 Weekends

Who we are

We're Redis. We built the product that runs the fast apps our world runs on. (If you checked the weather, used your credit card, or looked at your flight status online today, you're welcome.) At Redis, you'll work with the fastest, simplest technology in the business-whether you're building it, telling its story, or selling it to our 10,000+ worldwide customers. We're creating a faster world with simpler experiences. You in?

Why would you love this job?

As a Technical Support Engineer, you will be responsible for helping customers by diagnosing and resolving complex technical issues in a high-contribution role with exciting technical challenges, ongoing learning, and the excitement of helping name-brand customers as part of our fun, tight-knit team.

In this role, you will use and extend your existing technical depth and increase your technical breadth by 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 high-performance database by thousands of worldwide customers. You will dive deep into different exciting forefront technologies by supporting Redis Enterprise running on the top Cloud Platforms and in the top container orchestration platforms.

Join the best of the best and continuously learn new things. We are looking for brilliant experts who are curious, persistent, and happy digging through the full stack, from code to Sysadmin to networking to performance. If this sounds like you, please check out the technical foundation we'd like you to bring.

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.Provide Root Cause Analysis
Work with customers to troubleshoot and resolve complex software issues:
* Reproduce issues, replicating customer environments as needed.
Reproduce issues, replicating customer environments as needed.
* Document issues and contribute to our internal team documentation.
Document issues and contribute to our internal team documentation.
* Provide Root Cause Analysis
Provide Root Cause Analysis
* Collaborate with Engineering as needed to provide solutions.
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.
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.
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.
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.
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.
Participate in new product development, customer training, and other support-related activities.

This role requires a 5-day work week that includes Saturday and Sunday.

What will you need to have?
* 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 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 four years of experience troubleshooting real-time production systems
* At least two years of hands-on experience with cloud infrastructure.
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.)
Strong background in scripting or programming languages (Python, Java, C#, JavaScript, Bash, Powershell, etc.)
* Expert working knowledge in Linux/Unix and networking (TCP/IP)
Expert working knowledge in Linux/Unix and networking (TCP/IP)
* Professional experience working with networking tools like wireshark, tcpdump, etc.
Professional experience working with networking tools like wireshark, tcpdump, etc.
* Experience in analyzing and debugging production issues at scale.
Experience in analyzing and deb