Technical Support Engineer - L3

TN Italy; Italia; Remoto; EUR 40.000 - 80.000; Tempo pieno

Descrizione del lavoro

An established industry player is seeking a dedicated support engineer to enhance customer satisfaction by resolving complex software issues. This role requires a strong technical background in Linux/Unix and networking, along with excellent problem-solving and communication skills. You will collaborate with engineering teams, provide root cause analysis, and advocate for customers to ensure they maximize the value of their subscriptions. Join a vibrant and inclusive culture that promotes curiosity and diversity, offering flexible working options and opportunities for personal growth. If you are passionate about technology and customer success, this is the perfect opportunity for you.

Servizi

Competitive salaries and equity grants

Flexible vacation time

Health insurance

Paid paternity leave

Pension plan

Flexible working options

Team celebrations

Learning and development opportunities

Influence on company direction

Competenze

• 5+ years in enterprise software with strong technical background.
• Expert in Linux/Unix and networking with problem-solving skills.

Mansioni

• Troubleshoot and resolve complex software issues with customers.
• Manage critical customer issues and facilitate communication.

Conoscenze

Problem-solving

Communication

Linux/Unix

Networking (TCP/IP)

Scripting/Programming

Formazione

Bachelor of Science in Computer Science

Bachelor of Science in Information Systems

Strumenti

Kubernetes

Redis

Descrizione del lavoro

Social network you want to login/join with:

• 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
• 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 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
• 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

We give back to our employees:

Our culture is what makes Redis a fun and rewarding place to work. To support you at work and beyond, we offer all our team members fantastic benefits and perks:

• Competitive salaries and equity grants
• Flexible vacation time to promote a healthy work-life balance
• Health insurance, paid paternity leave, and pension plan
• Flexible working options
• Team celebrations and recreation events
• Learning and development opportunities
• Ability to influence a high-performance company on its way to IPO

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
• 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

#LI-Remote #LI-HG1

As a global company, we value a culture of curiosity, diversity of thought, and innovation from our employees, customers, and partners. 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 origin, sexual orientation, age, marital status, disability, gender identity, gender expression, Veteran status, or any other classification protected by law. We strive to create a workplace where every voice is heard, and every idea is respected.