Technical Support Engineer (L1)

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.