Technical Support Engineer (L3)

📋 Description

• • As a Technical Support Engineer (L3) at Redis Ltd., you will be responsible for helping customers by diagnosing and resolving complex technical issues in a high-contribution role with exciting technical challenges, ongoing learning, and the excitement of helping name-brand customers as part of our fun, tight-knit team.
• • You will work with customers to troubleshoot and resolve complex software issues, reproduce issues by replicating customer environments, document issues, contribute to internal team documentation, collaborate with Engineering to provide solutions, perform Root Cause Analysis, analyze performance questions across data paths including networks for Cloud or On-premises deployments, provide technical expertise during testing, deployment, and upgrading of Redis software, manage critical customer issues by facilitating communication between customers, CloudOps, Engineering, Product, TAMs, and Sales, serve as the customer advocate for timely resolution and handling escalations, and participate in new product development, customer training, and other support-related activities.
• • Redis is a global company that built the product powering fast applications worldwide—used in weather checks, credit card transactions, and flight status lookups—creating faster experiences with simpler technology. You’ll join a team of 10,000+ worldwide customers and work with the fastest, simplest technology in the business, whether building it, telling its story, or selling it.
• • In this role, you will use and extend your existing technical depth, increase your technical breadth by addressing complex problems for top global companies, level up as an expert complex problem solver on Redis Enterprise Software (used as a high-performance database by thousands), and dive deep into forefront technologies by supporting Redis Enterprise on top Cloud Platforms and container orchestration platforms, continuously learning new things while working with brilliant, curious, and persistent experts who enjoy digging through the full stack—from code to Sysadmin to networking to performance.