Technical Support Engineer - L3

• 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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