Description: SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chain! Position Summary: Job Summary: The Associate Technical Support Engineer is responsible for providing essential product support to customers through various communication channels, resolving basic support inquiries. This role serves as a customer advocate in cross-functional collaborations and demonstrates agility in addressing customer issues, contributing to the overall efficiency of the technical support team. The Associate Technical Support Engineer succeeds by solving technical challenges, staying at the forefront of industry trends and technologies and making a difference for our customers. Essential Responsibilities / Duties - Customer Support - Provide product support to customers through various communication channels, including training on applications and tools as needed - Provide customer support related to basic system automation and legacy products and solutions - Offer basic consultation on customer products and industry education - Exhibit empathy and anticipation of customer needs, facilitating optimal customer experience - Issue Resolution - Assess the nature of product issues and resolve basic support inquiries promptly - Demonstrate agility in understanding, prioritizing, and reacting to critical customer issues - Maintain a detailed log of customer interactions and support activities - Technical Acumen - Utilize proprietary tools and applications to address basic customer inquiries and perform account administration tasks, maintaining up to date knowledge of product and solution advancements - Navigate multiple data center troubleshooting tools and applications to update data statuses, flags, and provide valuable customer insights - Recognize and evaluate scope and impact of a potential issue, taking appropriate action to mitigate risk across the broader network - Collaboration - Diagnose customer needs and engage collaborative resources when necessary, ensuring continuous communication with customers until resolution is achieved - Collaborate with internal teams and act as a customer advocate in cross-functional collaborations, including sharing relevant customer insights with product and technology teams - Act as an intermediary between relevant internal and external parties to ensure effective communication, understanding, and resolution - Establish and leverage credibility as a peer resource, supporting and participating in total team development and success Minimum Requirements To succeed in this role, you should possess: - Bachelor's degree in a relevant field or equivalent work experience - A strong interest in technical support and a commitment to continuous learning - Effective problem-solving skills and critical thinking abilities - Agility to adapt to shifting and concurrent priorities - Excellent written and verbal communication skills - An eagerness to learn from experienced colleagues and mentors - The ability to work collaboratively in a team-oriented environment Preferred Experience - Prior experience providing SAAS customer support - Knowledge of SPS Commerce programs, systems, and processes - Experience with SalesForce, Atlassian, and Microsoft Office applications - Basic understanding of Supply Chain processes, XML, and/or EDI schemas (X12, EDIFACT) - Familiarity with data transmission methods (FTP, AS2, VAN) - ERP experience (NetSuite, QuickBooks, Acumatica, etc.) Location:  This role is fully remote in the Philippines. What We Offer: At SPS Commerce, we are committed to ensuring that each employee's compensation reflects their unique experiences, performance, and skills in their role. The salary range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more. The annual salary range for this role is: 693,900 - 1,450,000. The actual salary offered will be determined based on the factors listed above and may fall anywhere within the range. SPS Commerce offers a comprehensive benefits package designed to support employees’ health, well-being, and financial security. Benefits are country-specific and aligned with local laws and market practices. Commitment to our Employees: At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact. We are committed to affirmative action and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

• Provide technical support for customers by troubleshooting a variety of applications and product lines. • Assist Tier 1 agents by providing guidance, clarifying processes, and reinforcing best practices to improve first-call resolution rates. • Encourage and promote the use of the Knowledge Base, identifying areas for improvement and training Tier 1s on effective usage. • Take ownership of complex customer issues, ensuring timely resolution while minimizing unnecessary escalations. • Work with customers and their IT teams to resolve long-duration issues effectively. • Provide one-on-one coaching for Tier 1 agents to help them grow and develop. • Help manage the Tier 2 case backlog by properly categorizing, prioritizing, and actively working cases. • Ensure accurate and thorough documentation in the Uniguest case system. • Complete assigned projects, including account organization, documentation, and process improvements. • Escalate cases appropriately to higher Tier or Supervisor when necessary. • Bring creative solutions and innovation to drive continuous improvement. • Maintain a strong understanding of Uniguest procedures and policies, setting an example for coworkers. • Performs other related duties as needed.

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? Why would you love this job? Come with us on our exciting journey as a valuable contributor to our Unicorn Pre-IPO Global Customer Technical Support Team at Redis. As a Technical 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, ongoing 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 by 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 high-performance database by thousands of worldwide customers. You will dive deep into different 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 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 we’d like you to bring. What you’ll do: - Work with customers to troubleshoot and resolve complex software issues: 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 - 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? - At least five years of relevant experience in the enterprise software industry - Strong background in scripting or programming languages - Working knowledge of Cloud-based and On-premise environments - Expert working knowledge in Linux/Unix and networking (TCP/IP) - Proficiency in communication and presentation, both written and verbal (in English) - Strong technical background with excellent problem-solving and multi-tasking skills - High availability and commitment to customers Extra great if you have: - Bachelor of Science in Computer Science or Information Systems - Experience with NoSQL databases (especially Redis) - Experience working with container orchestration environments, such as Kubernetes We give back to our employees: Our culture is what makes Redis a fun and rewarding place to work. To support you at work and beyond, we offer all our team members fantastic benefits and perks: - Competitive salaries and equity grants - 25 vacation days per year (in addition to bank holidays) to promote a healthy work-life balance - Private health insurance and paid paternity leave - Flexible working options - Frequent team celebrations and recreation events - Home internet & phone stipend - Learning and development opportunities - Ability to influence a high-performance company on its way to IPO #LI-HG1 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 recruiting@redis.com. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law. Any offer of employment at Redis is contingent upon the successful completion of a background check, consistent with applicable laws. Redis reserves the right to retain data longer than stated in the privacy policy in order to evaluate candidates.

• Own and manage the technical support queue • Manage and prioritize incidents based on severity • Investigate and resolve complex technical issues • Create and maintain internal and customer-facing documentation • Develop deep expertise in the product and underlying systems • Serve as a liaison between Customer Experience and Engineering • Analyze support trends and metrics to identify recurring issues • Translate complex technical issues into clear guidance • Ensure adherence to SLAs and reporting requirements • Identify opportunities to automate support processes