Technical Support Engineer – L3

Redis | "Competitive" comp not given

Steph's Notes:

There's only one woman in the C-Suite, so it's a double whammy of "all the women on the leadership team are white" and "all the women on the leadership team are from Support, Marketing, or HR."

"Find your voice in bringing our story to the world" rubs me the wrong way, but otherwise Redis has a standard, moderately informative Careers page.

the excitement of helping name-brand customers

Are people really excited by this? I might be too jaded for this job description. Sorry, Redis.

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.

I really like this phrasing. It respects a candidate's existing knowledge while emphasizing that growth will be needed.

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.

Okay, I was all ready to be outraged by this weird dehumanization, but thankfully the Bad Job Bingo Shitposting Board of Directors pointed out that it's just a poorly constructed sentence. Now it's just very funny uh-oh.

We are looking for brilliant experts

Dull amateurs need not apply!

High availability and commitment to customers

HMM. Without elaboration, that "high availability" is fishy as hell, y'all.

I understand that it's customary for there not to be salary transparency in international roles, but I refuse to excuse companies simply because they're not required to have it, *especially* when they claim to offer competitive salaries.

There are a bunch of other TSE roles in various EU countries open as well.

Original Job Description: Technical Support Engineer – L3

Who we are

We’re Redis. We built the product that runs the fast apps our world runs on. (If you checked the weather, used your credit card, or looked at your flight status online today, you’re welcome.) At Redis, you’ll work with the fastest, simplest technology in the business—whether you’re building it, telling its story, or selling it to our 10,000+ worldwide customers. We’re creating a faster world with simpler experiences. You in?

Why would you love this job?

Come with us on our exciting journey as a valuable contributor to 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, 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. 

Join the best of the best and continuously learn new things. 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. If this sounds like you, please check out the technical foundation we’d like you to bring.

What you’ll do:

• 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 
• 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

What will you need to have? 

• At least five years of relevant experience in the enterprise software industry
• Strong background in scripting or programming languages
• Working knowledge of Cloud-based and On-premise environments
• Expert working knowledge in Linux/Unix and networking (TCP/IP)
• 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 

Extra great if you have:

• Bachelor of Science in Computer Science or Information Systems
• Experience with NoSQL databases (especially Redis)
• Experience working with container orchestration environments, such as Kubernetes

We give back to our employees:

Our culture is what makes Redis a fun and rewarding place to work. To support you at work and beyond, we offer all our team members fantastic benefits and perks:

• Competitive salaries and equity grants
• 25 vacation days per year (in addition to bank holidays) to promote a healthy work-life balance
• Private health insurance and paid paternity leave
• Flexible working options 
• Frequent team celebrations and recreation events
• Home internet & phone stipend
• Learning and development opportunities
• Ability to influence a high-performance company on its way to IPO

As a global company, we value a culture of curiosity, diversity of thought, and innovation from our employees, customers, and partners. Redis is committed to a diverse and inclusive work environment where all employees’ differences are celebrated and supported, and everyone feels safe to bring their authentic selves to work. Redis is dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, sexual orientation, age, marital status, disability, gender identity, gender expression, Veteran status, or any other classification protected by federal, state, or local law. We strive to create a workplace where every voice is heard, and every idea is respected. Redis is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities. If you think you may require accommodations for any part of the recruitment process, please send a request to recruiting@redis.com. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law. Redis reserves the right to retain data longer than stated in the privacy policy in order to evaluate candidates.