Technical Support Engineer III

About the role

Redis is hiring a Technical Support Engineer III for its Global Customer Technical Support Team, based in Tel Aviv. The role helps customers diagnose and resolve complex technical issues with Redis Enterprise Software, a high-performance database used by thousands of customers worldwide. It suits people who want to deepen their technical breadth while solving complex problems for top companies.

Key responsibilities

• Work with customers to troubleshoot and resolve complex software issues, reproducing them in customer-like environments
• Document issues and contribute to internal team documentation
• Collaborate with Engineering to provide solutions and perform root cause analysis
• Analyze performance questions along the data path, including networks, for cloud and on-premises deployments
• Provide technical expertise during testing, deployment and upgrading of Redis software
• Manage critical customer issues, acting as the customer advocate and handling escalations
• Facilitate communication between customers, CloudOps, Engineering, Product, TAMs and Sales
• Take part in new product development, customer training and other support activities

Required profile

• At least five years of relevant experience in the enterprise software industry
• Strong background in scripting or programming languages
• Excellent problem-solving and multi-tasking skills, with strong communication and presentation skills in English
• High availability and commitment to customers at any time

Required skills

• Expert working knowledge of Linux/Unix and networking (TCP/IP)
• Working knowledge of cloud-based and on-premise environments
• Nice to have: a degree in Computer Science or Information Systems, NoSQL (especially Redis), container orchestration such as Kubernetes, and experience using generative AI tools for troubleshooting