• Providing support and mentorship to SAAS/Linux/on-premises application engineers within the team. • Owning the problem resolution and collaborating with internal support, operations and engineering teams to investigate and troubleshoot complex problems. • Understanding architecture, establishing processes, and analyzing technical issues on on-premises and cloud applications. • Obtaining certification in Azure • Enhancing system monitoring for faster error detection, improving performance, reliability, and service restoration processes

Job Title: Telecom Support Engineer II (Zendesk Technical Focus) Job Description We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year. We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are. Join us and be part of this journey towards greater opportunities and brighter futures. Job Description Summary Comprehensive support of the Zendesk platform for 50+ customers. Duties include supporting new implementations, integrations with APIs, adapters, across multiple channels, maintenance activities (scheduled and emergency changes), monitoring of the platform (infrastructure and application components), performing support and administration tasks, and to provide both written and verbal training for end customers during implementation. English language skills are a must. Due to the global nature of the role, candidate needs to be flexible with working hours. Roles & Responsibilities - Overall support of the Zendesk platform, including (but not limited to) the following activities: - Customize and maintain Zendesk settings, including triggers, automations, workflows, and integrations with CRM and communication tools. - Assist cross-functionally to implement new or enhanced features to improve Customer Service/Support - Assist in developing training materials and training users on Zendesk - Assist in building reports and dashboards - Collaborate with IT and Customer Support teams to troubleshoot issues, enhance user experience, and drive continuous improvements. - Stay up to date with Zendesk updates, new features, and industry best practices to continuously enhance our platform. - Be part of a remote team of global Zendesk implementation resources, including those providing Tier 1 and tier 2 support - Own and maintain documentation for Zendesk setup, issue resolution, customizations, etc. - Ability to build and deploy automation (scripts, bots, workflows) - Complete all assigned, mandatory training within the timeframe provided - Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports Required Skills: - Strong technical proficiency in software integrations, mainly using APIs, webhooks, and CRM systems. - Strong verbal and written communication skills. (English language is required) - Ability to troubleshoot and resolve complex technical issues related to Zendesk and integrated systems. - High level of customer focus and service excellence. - Comfortable with change and complexity , demonstrating adaptability in a fast-paced global environment. - 2-3 yr Experience implementing, supporting, and troubleshooting complex multi-vendor / multi-platform SaaS solutions - 2-3 yr Experience managing Zendesk security, user permissions, and compliance settings. - 2-3 yr Experience in training and coaching internal teams to maximize Zendesk's capabilities. - 2-3 yr Experience as a Zendesk Administrator, with expertise in configuring and customizing Zendesk settings and workflows. - 1 – 2 yr technical troubleshooting experience with HTML, JSON, JavaScript, and RESTful APIs is expected, but experience with Java, Ruby, Python, or another modern language is a plus - Innovative thinking - "how can we" attitude Additional Job Responsibilities - Assist with workflow/prgcess design, best practice education and administration of all Enterprise Business solutions when assigned - Analyze Zendesk performance metrics, generate insightful reports, and recommend data-driven improvements to enhance customer support efficiency. - Zendesk certification is a plus Location: PHL Work-at-Home Language Requirements: Time Type: Full time2026-04-30

• Respond to customer inquiries related to Adobe Document Cloud products • Troubleshoot issues across desktop installations and cloud-based workflows • Escalate critical customer issues to appropriate internal teams • Develop and manage stakeholder relationships and ensure effective communication • Identify, document, and report product bugs

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.