Technical Support Engineer, Redis
More information about location
Real-time cloud-based data platform
Be an early applicant
Real-time cloud-based data platform
501-1000 employees
Be an early applicant
More information about location
501-1000 employees
Company mission
To give innovators and entrepreneurs the data insights to achieve their business goals.
Role
Who you are
- We are looking for brilliant experts that are curious, persistent, and happy digging through the full stack, from code to sysadmin to networking to performance
- At least three years of technical support or customer success in the enterprise software industry
- Strong technical background with excellent problem solving and multi-tasking skills
- Expert working knowledge in Linux/Unix and networking (TCP/IP)
- Proficiency in communication and presentation, both written and verbal (in English)
- High availability and commitment to customers at any time
- Bachelor of Science in Computer Science or Information Systems
- Ability to work in a remote setting with distributed teams
- Ability to work Pacific timezone business hours
Desirable
- Programming skills, developer experience
- Experience with NoSQL databases (especially Redis)
- Experience working in both cloud-based and on-premise service and technology environment, including clusters
- Experience working with container orchestration environments, such as Kubernetes
What the job involves
- Come with us on our exciting journey as a valuable contributor in our Unicorn Pre-IPO Global Customer Technical Support Team at Redis
- 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, on-going 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 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 super high-performance database by thousands of worldwide customers
- You will dive deep into additional exciting forefront technologies by supporting Redis Enterprise running on the top Cloud Platforms and in the top container orchestration platforms
- 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
- Collaborate with Engineering as needed to provide solutions
- Provide Root Cause Analysis when requested
- 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
Our take
Businesses have increasingly been taking advantage of AI systems to process the vast amont of data they hold and produce, but the rapidity and sheer volume of AI data requests puts a significant load on company infrastructure. Redis, a database-as-a-service provider, exists to ease this strain, managing databases for business-critical applications with its cloud-based data platform.
This isn't a new industry and Redis faces competition from mainstays of the sector such as Oracle and Microsoft. However Redis stands out with its speed, cutting the database response time to less than a millisecond, easily outstripping its competitors. Founded in 2011, it is now the most popular database on AWS and is used by around 25% of professional developers. It counts Microsoft, Plaid, FedEx and many other enterprise companies as customers.
Redis plans to expand into emerging markets and sees the adoption of cloud-native systems by the world's biggest companies as inevitable. It has forged partnerships with Amazon and Google and is growing through acquisition, for instance in its 2022 purchase of RESP.app which served part of its growing ecosystem.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
24% female employees
13% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Apr 2021
$110m
SERIES G
Aug 2020
$100m
SERIES F
Total funding: $356m
Company benefits
- Unlimited time off to promote a healthy work-life balance
- H/D/V coverage along with 401K, FSA, and Commuter Benefits
- Frequent team celebrations and recreation events
- Lunch stipends
- Home internet reimbursement
- Yearly health and wellness budget for a healthy mind and body
- Learning and development opportunities
- Ability to influence a high-performance company on its way to IPO
Company values
- Take ownership and make it happen
- Help our customers achieve transformational outcomes
- Fearlessly pursue your ideas
- Strive for the highest level of intellectual rigor
- Utilize our unique strengths to achieve more together
- Embrace continuous learning
Company HQ
Mountain View, CA
Articles
Leadership
Yiftach Shoolman
(President)They were the founder, president and CTO of Crescendo Networks (acquired by F5), the vice president of software development at Native Networks (acquired by Alcatel) and part of the founding team at ECI Telecom broadband division.
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