Technical Support Engineer (L1)

We're Redis. We built the product that runs the fast apps our world runs on.

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
• 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