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Responsibilities :

Work with customers to troubleshoot and resolve complex software issues, focusing on code-related areas.
Reproduce issues by replicating customer environments as needed.
Document issues and contribute to internal team documentation.
Collaborate with Engineering to provide solutions.
Provide Root Cause Analysis upon request.
Analyze performance questions related to data paths (including networks) for deployments in the cloud or on-premises.
Provide technical expertise during testing, deployment, and upgrades of Redis software.
Manage critical customer issues, facilitating communication between customers, CloudOps, Engineering, Product, TAMs, and Sales.
Act as the customer advocate for timely resolution of issues and handle escalations, helping customers maximize the value of their Redis subscription.
Participate in new product development, customer training, and other support activities.

What will you need to have?

Bachelor of Science in Computer Science or related field.
Prior experience in Software Development, especially related to Redis modules and client libraries, to help resolve support tickets.
Experience in customer-facing roles such as support or customer success.
Strong technical background with excellent problem-solving and multi-tasking skills.
Expertise in Linux/Unix and networking (TCP/IP).
Proficiency in communication and presentation skills, both written and verbal (in English).
High availability and commitment to customer support at any time.

Extra advantages if you have:

Master's degree in Computer Science.
Experience with NoSQL databases, especially Redis.
Experience working in both cloud-based and on-premise environments, including clusters.
Experience with container orchestration tools like Kubernetes.

As a global company, we value a culture of curiosity, diversity, and innovation. Redis is committed to a diverse and inclusive work environment where all employees' differences are celebrated and supported. We are dedicated to equal employment opportunities regardless of race, color, religion, sex, sexual orientation, age, disability, or other protected classifications. We strive to create a workplace where every voice is heard and every idea is respected.
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