Technical Support Engineer Job at Redis

Technical Support Engineer

Redis

Location:
United States

Category:
IT - Administration

Contract Type:
Not provided

Salary:

95723.00 - 159864.00 USD / Year

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Job Description:

As a Technical Support Engineer, 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. In this role, you will use and extend your existing technical depth and increase your technical breadth by addressing complex problems for the top companies in the world. You will level up to be an expert complex problem solver on Redis Enterprise Software, being used as a high-performance database by thousands of worldwide customers. You will dive deep into different exciting forefront technologies by supporting Redis Enterprise running on the top Cloud Platforms and in the top container orchestration platforms.

Job Responsibility:

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
Provide Root Cause Analysis
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

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.
Experience in analyzing and debugging production issues at scale
Experience with alerting and monitoring systems (Prometheus, Grafana, ELK, Splunk, etc.)
Working knowledge of Cloud-based and On-premises environments
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 at any time

What we offer:

401(k)
unlimited time off
learning and development opportunities
comprehensive health and wellness benefits
discretionary bonuses
stock options
commuter benefits based on location
or a commission plan

Additional Information:

Job Posted:
December 11, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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