Job Overview
Location
United States
Job Type
Full-time
Category
Software Engineering
Date Posted
June 26, 2026
Full Job Description
đź“‹ Description
- • Troubleshoot and resolve complex software issues for Redis Enterprise Software customers by reproducing issues and replicating customer environments as needed.
- • Provide detailed Root Cause Analysis for production incidents involving Redis deployments across cloud and on-premises environments.
- • Collaborate directly with Engineering teams to develop and implement solutions for critical customer issues.
- • Analyze performance bottlenecks along the data path, including network latency, configuration issues, and infrastructure constraints.
- • Support the testing, deployment, and upgrading of Redis software in enterprise environments with high availability requirements.
- • Manage critical customer escalations by facilitating communication between customers, CloudOps, Engineering, Product, TAMs, and Sales teams.
- • Serve as the primary customer advocate to ensure timely issue resolution and help customers maximize the value of their Redis subscription.
- • Document technical issues, solutions, and procedures to contribute to and improve internal team knowledge bases and support documentation.
- • Provide technical expertise during customer onboarding, system migrations, and infrastructure changes involving Redis.
- • Participate in new product development cycles by offering frontline insights from customer interactions and production issues.
- • Engage in customer training activities and support-related initiatives to enhance customer success and product adoption.
- • Monitor and respond to alerts from systems such as Prometheus, Grafana, ELK, Splunk, and similar monitoring platforms.
- • Use networking tools including Wireshark and tcpdump to diagnose connectivity, latency, and packet-level issues in production systems.
- • Work across full-stack environments, from application code and database configuration to OS-level tuning, networking, and cloud infrastructure.
- • Maintain professional written and verbal communication in English with customers and internal stakeholders at all levels.
- • Demonstrate strong multi-tasking abilities while managing multiple high-priority customer cases simultaneously.
- • Maintain high availability and responsiveness to customer needs, including off-hours support as required.
🎯 Requirements
- • 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 two years of hands-on experience with cloud infrastructure
- • Strong background in scripting or programming languages (Python, Java, C#, JavaScript, Bash, Powershell, etc.)
- • Expert working knowledge in Linux/Unix and networking (TCP/IP)
- • Professional experience working with networking tools like wireshark, tcpdump, etc.
🏖️ Benefits
- • 401(k)
- • Unlimited time off
- • Learning and development opportunities
- • Comprehensive health and wellness benefits
- • Discretionary bonuses
- • Stock options
- • Commuter benefits based on location
- • Commission plan
Skills & Technologies
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About Redis Ltd.
Redis is a leading provider of real-time data solutions, specializing in an in-memory data structure store used as a database, cache, and message broker. Its core offering, Redis Enterprise, provides a high-performance, scalable, and reliable platform for applications requiring instant data access and processing. The company serves a wide range of industries, including finance, e-commerce, gaming, and telecommunications, enabling businesses to build faster, more responsive applications. Redis is recognized for its open-source roots and its commitment to innovation in the database and data management space, empowering developers and enterprises to leverage the power of real-time data.
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