Technical Support Engineer - L2



IT, Customer Service
England, UK
Posted on Wednesday, April 24, 2024
We're Redis.

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.

Why would you love this job?

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 Development 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.

Join the best of the best who like to apply what they know 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 that we’d like you to bring in.

What You’ll Do

  • Work with customers to troubleshoot and resolve complex software issues. Focus on code-related areas.
  • 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

What will you need to have?

  • Bachelor of Science in Computer Science
  • Prior experience in Software Development that you will leverage to help resolve tickets mainly related to Redis modules and Redis client libraries
  • Experience in customer facing roles such as support or customer success
  • 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

Extra Great If You Have

  • Master’s degree in computer science
  • 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

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.

Redis reserves the right to retain data longer than stated in the privacy policy in order to evaluate candidates.