Senior Escalations Engineer (Tier 4) - Redis Core



Sofia, Bulgaria
Posted on Sunday, April 21, 2024
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We move fast, fearlessly.

We're shaping the future of software. That means less talking and more doing, pushing the boundaries, and helping our customers build better, faster.

We're curious, committed, and count on one another to think—and build—fast. Join us.

Redis is looking for a Senior Escalations Engineer to join the Redis Core R&D’s Cluster Engineering team.

Why would you love this job?

As an Escalation Engineer, you will have expertise in many versatile areas: from Redis open source server and various Clients, to Redis Enterprise Cluster and its implementation and managing tools. You will be part of the "last defense line" in analyzing and solving complex customer issues, contributing to product quality and customer satisfaction.

Strong communication skills are key, allowing you to convey technical details to diverse stakeholders effectively. Your collaborative spirit shines as you work seamlessly with cross-functional teams, ensuring collective success. As an independent worker, you'll take ownership of cases, driving them to resolution with autonomy and efficiency.

Join our dynamic team, where your expertise, communication skills, collaboration, and autonomy will shape the success of our Redis-based solutions and customer experience.

What You’ll Do

  • Work on highly complex customer scenarios involving distributed high-performance systems
  • Reproduce issues, replicate customer environments and use automated tools for simulations
  • Provide Root Cause Analysis and possible solution improvements that enable effective troubleshooting and diagnostics
  • Go through the code relevant to the investigation, identify bugs, and address them
  • Collaborate with Support, Testing, Developments, and other teams

What will you need to have?

  • 4+ years of experience in Escalations Engineer role or similar
  • Knowledge in scripting and programming (Python, C++)
  • Excellent analytical, problem resolution and decision-making skills
  • Team player with strong communication and collaboration skills
  • Self-motivated and independent thinker with quick learning skills
  • Experience with distributed systems (clusters, complex network topologies, etc.)

Extra Great If You Have

  • Experience with cloud infrastructure (AWS, GCP, Azure)
  • Experience with NoSQL databases (preferably Redis)
  • Experience with distributed systems (clusters, complex network topologies, etc.)

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 All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

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