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? 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 seven 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 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.

• Providing Level 1 technical support (verbal and written) for the Company’s software products (IAMQC, MSDRx) and related applications to both external and internal customers. • Handling customer support inquiries, conveying customer feedback to Product Management, Quality, and Marketing teams. • Document customer issues, actions, and resolutions within Salesforce Case files. • Collaborate with cross-functional teams to manage inquiries and improve processes for efficient and timely responses. • Manage and track customer inquiries to ensure timely resolution.

• Working collaboratively with the wider organisation to provide exceptional service to our customers. • Services include corrective & preventative maintenance, commissioning & installation of equipment and software & hardware upgrades. • Actively participating in the sales process and providing expert technical support throughout the entire life cycle of our customer relationships (from pre-sales through to implementation and post-sales support). • Taking a lead in managing and supporting technical escalations through to resolution ensuring all stakeholders are continually updated on progress according to the company process. • Providing best-in-class service to our customers with technical support, maintenance, and repairs on equipment by determining the most cost-effective repair/solution to minimize customer downtime. • Maintaining a high level of knowledge through continual training and development and keeping up to date of new technologies relevant to your area of focus and take on new technology. • Be able to work reasonable additional hours outside business hours at such times as are necessary to efficiently and effectively carry out the job role as defined by Philips from time to time due to the criticality of the equipment, this will include on call support.

• Own and resolve escalated technical support issues, including integrations and complex product behavior • Troubleshoot across systems, APIs, and third-party tools to identify root causes • Act as the primary liaison between Support, Product, and Engineering on technical issues • Clearly document issues, reproduce bugs, and communicate context to internal teams • Ensure timely resolution and consistent follow-through on all escalations • Support pre-sales conversations by answering technical questions from prospects • Partner with Customer Success during onboarding to guide customers through technical setup • Identify recurring technical issues and drive improvements to: - Documentation and help center content - Internal troubleshooting workflows - Product feedback loops • Maintain clean, accurate records in support and CRM systems