Technical Support Specialist

3 weeks ago

London, Greater London, United Kingdom Redis Labs Full time

Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team at Redis Labs. As a Technical Support Specialist, you will be responsible for providing top-notch support to our customers, troubleshooting complex software issues, and collaborating with our engineering team to resolve issues.

Key Responsibilities

  • Work with customers to troubleshoot and resolve complex software issues, focusing 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 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.

Requirements

  • 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.

Preferred Qualifications

  • Masters 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.

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