Technical Support Engineer - L3

Redis Labs; Vigo; Presencial; EUR 40.000 - 60.000; Jornada completa

Descripción de la vacante

A leading company in the software industry is looking for a technical expert to work with customers to resolve complex software issues. The role includes troubleshooting, documentation, collaboration with engineering teams, and managing customer escalations to ensure success in using their software. Candidates should have a solid background in enterprise software, strong technical problem-solving skills, and at least five years of experience.

Formación

• At least five years of relevant experience in the enterprise software industry.
• Strong background in scripting or programming languages.
• Expertise in networking (TCP/IP) and Cloud environments.

Responsabilidades

• Troubleshoot and resolve complex software issues for customers.
• Provide technical expertise during software deployment and upgrades.
• Manage critical customer issues and facilitate communication.

Conocimientos

Problem-solving

Communication

Technical expertise

Multi-tasking

Educación

Bachelor of Science in Computer Science

Bachelor of Science in Information Systems

Herramientas

Linux

Unix

Kubernetes

NoSQL databases

Redis

Descripción del empleo

• Work with customers to troubleshoot and resolve complex software issues : reproduce issues, replicate customer environments as needed.
• Document issues and contribute to internal team documentation.
• Collaborate with Engineering to provide solutions.
• Analyze performance questions related to the data path (including networks) for deployments in Cloud or On-premises environments.
• 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, helping customers maximize the value of their Redis subscription.
• Participate in new product development, customer training, and support activities.
• At least five 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.
• Expertise in Linux / Unix and networking (TCP / IP).
• Proficiency in communication and presentation skills, both written and verbal (in English).
• Strong technical problem-solving and multi-tasking skills.
• High availability and commitment to customer success.

Preferred Qualifications

• Bachelor of Science in Computer Science or Information Systems.
• Experience with NoSQL databases, especially Redis.
• Experience with container orchestration environments like Kubernetes.

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