Join Redis: Who We Are

At Redis, we empower the fast applications that shape our daily lives. Whether you checked the weather, used your credit card, or tracked your flight status today, you’ve experienced the impact of our technology. With our solutions, we serve over 10,000 customers globally, creating simpler experiences in a faster world. Ready to join us?

Why You’ll Love This Job

As a Technical Support Engineer, you will play a crucial role in diagnosing and resolving complex technical issues. This position offers exciting challenges, immense learning opportunities, and the chance to assist renowned global clients as part of a close-knit team.

Responsibilities of a Technical Support Engineer

• Customer Troubleshooting: Work directly with customers to identify and resolve complex software issues.
• Issue Replication: Reproduce customer environments to troubleshoot effectively.
• Documentation: Maintain detailed records of issues and contribute to internal documentation.
• Root Cause Analysis: Provide in-depth analysis to identify the origins of issues.
• Engineering Collaboration: Collaborate with Engineering teams to develop solutions.
• Performance Analysis: Assess performance challenges across data paths for cloud and on-premises deployments.
• Technical Expertise: Offer specialized technical support during software testing, deployment, and upgrades.
• Customer Communication: Manage critical issues by facilitating communication among various teams, ensuring customers maximize their Redis subscription value.
• Participate in Development: Contribute to new product development and customer training.

Work Schedule

Please note that this position requires a five-day work week, including weekends.

Required Qualifications

To succeed in this role, you should have:

• At least five years of experience in technical support or engineering roles within an enterprise software environment.
• A minimum of four years in troubleshooting real-time production systems.
• Two years of hands-on experience with cloud infrastructure.
• Proficiency in scripting or programming languages such as Python, Java, C#, JavaScript, Bash, or PowerShell.
• Strong expertise in Linux/Unix and networking (TCP/IP).
• Experience with tools like Wireshark and tcpdump.
• A track record of analyzing and debugging large-scale production issues.
• Familiarity with alerting and monitoring systems such as Prometheus, Grafana, ELK, and Splunk.
• Knowledge of both cloud-based and on-premises environments.
• Excellent communication skills in English, both written and verbal.
• Strong problem-solving skills and the ability to multitask.
• Commitment to providing high availability for customer support.

Preferred Qualifications

It’s advantageous to have:

• A Bachelor’s degree in Computer Science or Information Systems.
• Experience with NoSQL databases, particularly Redis.
• Familiarity with container orchestration environments like Kubernetes.

Compensation and Benefits

The estimated gross base annual salary for this role ranges from $91,455 to $137,273 in states like New York, California, Washington, Colorado, and Rhode Island. Actual compensation varies based on location, qualifications, and experience.

Additional Benefits

• 401(k) plan
• Unlimited time off
• Learning and development opportunities
• Comprehensive health and wellness benefits
• Potential for discretionary bonuses, stock options, and location-based commuter benefits

Redis values a culture of curiosity and diversity. We are committed to an inclusive work environment where every employee is respected and feels safe to express their authentic selves. We uphold equal employment opportunities, honoring every individual’s rights under federal, state, and local laws.

If you require accommodations during the recruitment process due to a disability, please reach out to [email protected].

Final Thoughts

Join Redis and become part of a team dedicated to innovating the world of technology. Your journey towards a fulfilling career starts here.