As a Technical Support Engineer (L1), you will be responsible for providing dependable and timely resolution of complex issues related to Redis products. You will serve as a point of contact for challenging support cases and will need to become an expert on the products offered to customers. You will work closely with customers, fellow team members, DevOps teams, R&D teams, and product teams to ensure the quality of service and SLA compliance.
Redis is a global company that provides the fastest and simplest technology for building fast apps. With over 10,000 worldwide customers, Redis is committed to creating a faster world with simpler experiences. The company values a culture of curiosity, diversity of thought, and innovation from its employees, customers, and partners. Redis is dedicated to equal employment opportunities and strives to create a workplace where every voice is heard and every idea is respected.
Why required: Linux/Unix skills are required to understand and troubleshoot issues related to Redis products, which are often deployed on Linux/Unix systems.
How recruiters evaluate: The recruiter will evaluate your ability to work with Linux/Unix systems, including troubleshooting and debugging skills.
Why required: TCP/IP skills are required to understand and troubleshoot network-related issues with Redis products.
How recruiters evaluate: The recruiter will evaluate your understanding of TCP/IP protocols and your ability to troubleshoot network-related issues.
Why required: DNS skills are required to understand and troubleshoot issues related to domain name resolution with Redis products.
How recruiters evaluate: The recruiter will evaluate your understanding of DNS protocols and your ability to troubleshoot DNS-related issues.
Why required: Java skills are required to understand and troubleshoot issues related to Redis products, which are often built using Java.
How recruiters evaluate: The recruiter will evaluate your ability to work with Java, including troubleshooting and debugging skills.
Why required: C/C++ skills are required to understand and troubleshoot issues related to Redis products, which are often built using C/C++.
How recruiters evaluate: The recruiter will evaluate your ability to work with C/C++, including troubleshooting and debugging skills.
Why required: Python skills are required to understand and troubleshoot issues related to Redis products, which are often built using Python.
How recruiters evaluate: The recruiter will evaluate your ability to work with Python, including troubleshooting and debugging skills.
Why required: NoSQL database skills are required to understand and troubleshoot issues related to Redis products, which are often built using NoSQL databases.
How recruiters evaluate: The recruiter will evaluate your understanding of NoSQL databases and your ability to troubleshoot issues related to Redis products.
Freshers with a strong aptitude and zeal to learn can apply for this role.
Experienced professionals with a strong technical background and excellent problem-solving skills can also apply for this role.
Graduates with a degree in Computer Science or Information Systems can apply for this role.
B.Tech graduates with a strong technical background and excellent problem-solving skills can apply for this role.
MCA graduates with a strong technical background and excellent problem-solving skills can apply for this role.
Diploma holders with a strong technical background and excellent problem-solving skills can also apply for this role.
The salary range for a Technical Support Engineer in the industry is ₹4 – ₹14 LPA.
The salary range for a fresher in this role is ₹4 – ₹8 LPA.
The salary range for an experienced professional in this role is ₹8 – ₹14 LPA.
The salary growth for this role is dependent on individual performance and the company's growth.
With experience and a strong track record, you can move to a Technical Support Engineer (L2) role, where you will handle more complex technical issues and provide guidance to junior engineers.
As a Senior Technical Support Engineer, you will lead a team of engineers and be responsible for providing technical guidance and support to customers.
With a strong technical background and excellent communication skills, you can move to a Technical Account Manager role, where you will be responsible for managing customer relationships and providing technical guidance.
This course will help you develop a strong understanding of Linux/Unix systems and prepare you for the certification exam.
This course will help you develop a strong understanding of TCP/IP protocols and prepare you for the certification exam.
This course will help you develop a strong understanding of Java programming and prepare you for the certification exam.
To succeed in this role, you need to have a strong technical background, excellent problem-solving skills, and good communication skills. You should also be willing to learn and adapt to new technologies and trends in the industry.
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Technical Support Engineer (L1)
India
Apply for this role
Who we are
We're Redis. We built the product that runs the fast apps our world runs on. (If you checked the weather, used your credit card, or looked at your flight status online today, you’re welcome.) At Redis, you’ll work with the fastest, simplest technology in the business—whether you’re building it, telling its story, or selling it to our 10,000+ worldwide customers. We’re creating a faster world with simpler experiences. You in?
We are looking for a Technical Support Engineer L1 to join our Customer Support team in India.
As a member of the Support team, you will be responsible for providing dependable, timely resolution of complex issues related to the products offered by our customers. As a technical expert, you are expected to serve as a point of contact for challenging support cases. You will need to become an expert on the products offered to our customers and ensure the quality of service and SLA compliance.
Our ideal candidate has strong interpersonal skills, as the role requires maintaining close relationships with customers, fellow team members, DevOps teams, R&D teams, and product teams.
If you are excited to serve as the subject-matter expert to a growing customer base while continuing to expand your knowledge, then this is the right challenge for you.
Responsibilities
∙ Analyze the customer issue depending on product type (Cloud, OnPremise) and provide accurate resolution.
∙ Work with PaaS providers like Heroku, Vercel, etc., to help resolve the customer issues for our Cloud products, which are delivered through these PaaS providers.
∙ Ask customers targeted questions to quickly understand the root cause of a problem
∙ Resolve issues related to installation and maintenance for the OnPremise product ∙ Research and identify solutions to issues like latency, command usage, etc., for all types of products
∙ Properly escalate unresolved issues to appropriate internal teams (e.g., DevOps, R&D, etc.)
∙ Provide prompt and accurate feedback to customers
∙ Refer to internal database or external resources to provide accurate tech solutions
∙ Ensure all issues are properly logged
∙ Follow up with clients to ensure their applications are fully functional after troubleshooting and resolving the current issue.
∙ Prepare accurate and timely reports
∙ Document technical knowledge in the form of notes and manuals while also sharing it with the team
∙ Maintain jovial relationships with clients
∙ Investigate issues that customers experience for the on-premise as well as the cloud (DBaaS) product.
∙ Answer customer questions related to products
∙ Learn about new products as and when they are introduced
∙ Participate in knowledge-sharing sessions and team meetings
Requirements
∙ B.Sc. or B.E in Computer Science or Information Systems
∙ Good knowledge of technologies such as Linux/Unix, TCP/IP, DNS ∙ Strong technical background with excellent problem-solving and multitasking skills
∙ High proficiency in communication and presentation, both written and verbal (in English)
∙ High availability and commitment to customers at any time
∙ Ready to work in a 24/7 environment
∙ Only Freshers with very strong aptitude and zeal to learn can apply
Advantages
∙ Experience with NoSQL databases
∙ Any Linux certification
∙ Experience with programming skills such as Java, C/C++, Python ∙ Experience working in both cloud-based and on-premise service and technology environments
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.
