Tier 4 Technical Support Engineer - Redis core

Redis
Full_time•Bulgaria

📍 Job Overview

  • Job Title: Tier 4 Technical Support Engineer - Redis core
  • Company: Redis
  • Location: Bulgaria
  • Job Type: Hybrid
  • Category: Technical Support Engineer
  • Date Posted: 2025-06-26
  • Experience Level: Mid-Senior level (5-10 years)
  • Remote Status: On-site/Hybrid

🚀 Role Summary

  • 📝 Enhancement Note: This role involves handling highly complex customer issues, requiring strong analytical and problem-solving skills, as well as exceptional communication abilities to collaborate effectively with cross-functional teams.

  • As a Tier 4 Technical Support Engineer at Redis, you will be the last line of defense in resolving intricate customer issues, contributing to product quality, and ensuring customer satisfaction. Your expertise in Redis Enterprise Cluster, its implementation, and managing tools will be crucial in driving cases to resolution autonomously and efficiently.

💻 Primary Responsibilities

  • 📝 Enhancement Note: This role requires a deep understanding of Redis open source server, various clients, and distributed systems to effectively troubleshoot and resolve complex customer issues.

  • Tackle highly complex customer issues involving distributed, high-performance systems.

  • Reproduce and simulate customer environments using automated tools to identify problems.

  • Conduct in-depth root cause analysis and propose long-term solutions to improve troubleshooting and diagnostics.

  • Investigate and review codebases relevant to each case, identifying bugs and solving them.

  • Work closely with cross-functional teams to resolve escalated technical issues and enhance system reliability.

🎓 Skills & Qualifications

Education:

  • 📝 Enhancement Note: A Bachelor's degree in Computer Science, Engineering, or a related field is typically required for this role.

  • Relevant degree or equivalent experience in a technical field.

Experience:

  • 📝 Enhancement Note: Proven experience in Tier 3/4 Support or a similar technical role is essential for this position.

  • 4+ years of experience in Tier 3/4 Support, or similar technical role.

Required Skills:

  • 📝 Enhancement Note: Strong programming and scripting skills, particularly in Python, are crucial for this role.

  • Strong programming and scripting skills, particularly in Python.

  • Exceptional analytical and problem-solving abilities with a solid grasp of system-level debugging.

  • Excellent communication and collaboration skills; proven ability to work effectively within diverse teams.

  • A self-starter mindset with the ability to learn quickly and operate independently in high-pressure environments.

Preferred Skills:

  • Experience with cloud infrastructure (AWS, GCP, Azure).
  • Experience with NoSQL databases (preferably Redis).
  • Experience with distributed systems (clusters, complex network topologies, etc.).

📊 Web Portfolio & Project Requirements

  • 📝 Enhancement Note: A strong portfolio demonstrating experience in troubleshooting complex systems, code reviews, and problem-solving is essential for this role.

  • Portfolio Essentials:

    • Case studies showcasing successful resolution of complex customer issues.
    • Examples of code reviews and bug fixes in Redis or similar systems.
    • Demonstrations of problem-solving skills and system-level debugging.

  • Technical Documentation:

    • Documentation of root cause analysis and proposed solutions.
    • Examples of collaboration with cross-functional teams to resolve technical issues.

💵 Compensation & Benefits

  • 📝 Enhancement Note: Salary range for this role in Bulgaria is estimated to be between 35,000 BGN and 50,000 BGN annually, based on industry standards and regional cost of living.

  • Salary Range: 35,000 BGN - 50,000 BGN per year (Estimated, based on industry standards and regional cost of living)

  • Benefits:

    • Competitive compensation package formed by salary and equity grants.
    • 25 days of flexible vacation time.
    • Hybrid working options from both home and the office.
    • Home internet & phone monthly allowance.
    • One-time home-office setup allowance.
    • Health and dental insurance for you.
    • Personal life insurance.
    • Critical Illness Cover.
    • Lunch and snacks in the office.

  • Working Hours: 40 hours per week, with flexibility for deployment windows, maintenance, and project deadlines.

🎯 Team & Company Context

🏢 Company Culture

  • Industry: Database and software technology, with a focus on high-performance, open-source solutions.

  • Company Size: Medium to large, with a global presence and over 10,000 customers worldwide.

  • Founded: 2009, with a strong commitment to open-source development and community engagement.

  • Team Structure:

    • The Technical Support team consists of multiple tiers, with this role being Tier 4.
    • The team works closely with cross-functional groups, including R&D, Product, and Sales.

  • Development Methodology:

    • Agile/Scrum methodologies are used for development and support processes.
    • Code reviews, automated testing, and continuous integration/continuous deployment (CI/CD) pipelines are employed to ensure product quality.

  • Company Website: redis.io

  • 📝 Enhancement Note: Redis values a culture of curiosity, diversity of thought, and innovation, fostering a work environment where all employees' differences are celebrated and supported.

📈 Career & Growth Analysis

  • Web Technology Career Level: Mid-Senior level, with a focus on technical expertise, problem-solving, and customer satisfaction.

  • Reporting Structure: This role reports directly to the Technical Support Manager and works closely with cross-functional teams.

  • Technical Impact: The Technical Support Engineer has a significant impact on customer satisfaction, product quality, and system reliability.

  • Growth Opportunities:

    • Technical Growth: Deepen expertise in Redis Enterprise Cluster, its implementation, and managing tools.
    • Leadership Growth: Develop mentoring and coaching skills to support junior team members.
    • Career Progression: Transition into more senior roles, such as Technical Lead or Manager, or explore opportunities in other departments, like R&D or Product.

  • 📝 Enhancement Note: Career progression at Redis is based on individual performance, technical expertise, and contributions to the company's success.

🌐 Work Environment

  • Office Type: Hybrid, with a balance between remote work and on-site collaboration.

  • Office Location(s): Bulgaria, with potential for remote work within the same time zone.

  • Workspace Context:

    • The workspace is designed to facilitate collaboration and knowledge sharing among team members.
    • Multiple monitors and testing devices are available to ensure efficient troubleshooting and problem-solving.
    • Cross-functional interaction with designers, marketers, and other teams is encouraged to enhance user experience and product quality.

  • Work Schedule: Flexible working hours, with a focus on delivering results and maintaining high customer satisfaction.

  • 📝 Enhancement Note: The work environment at Redis encourages continuous learning, innovation, and collaboration to drive success in the competitive database and software technology industry.

📄 Application & Technical Interview Process

  • Interview Process:

    • Technical Assessment: A hands-on coding challenge focusing on system-level debugging, problem-solving, and root cause analysis.
    • Behavioral Interview: An in-depth discussion of your problem-solving approach, communication skills, and collaboration experience.
    • Final Interview: A meeting with the hiring manager to discuss your fit within the team and the company's culture.

  • Portfolio Review Tips:

    • Highlight case studies demonstrating your ability to tackle complex customer issues and drive resolution.
    • Showcase your problem-solving skills and system-level debugging expertise through code reviews and technical documentation.
    • Emphasize your communication skills and collaboration experience with cross-functional teams.

  • Technical Challenge Preparation:

    • Brush up on your Python scripting skills and system-level debugging techniques.
    • Familiarize yourself with Redis open source server, various clients, and distributed systems.
    • Prepare examples of root cause analysis and long-term solutions for complex customer issues.

  • ATS Keywords:

    • Programming Languages: Python, Redis, C, C++, Java, JavaScript, Go, Erlang, Lua
    • Web Frameworks: N/A (Focus on Redis open source server and clients)
    • Server Technologies: Linux, Windows, macOS, Docker, Kubernetes
    • Databases: Redis, NoSQL, SQL, MongoDB, Cassandra, PostgreSQL, MySQL
    • Tools: JIRA, Confluence, Git, Jenkins, Ansible, Terraform, AWS, GCP, Azure
    • Methodologies: Agile, Scrum, Kanban, CI/CD, DevOps
    • Soft Skills: Problem-solving, Analytical Thinking, Communication, Collaboration, Teamwork, Customer Support
    • Industry Terms: High-Performance Systems, Distributed Systems, Cloud Infrastructure, NoSQL Databases, Technical Support, Tier 3/4 Support

  • 📝 Enhancement Note: Tailor your resume and application materials to highlight relevant skills and experiences, focusing on problem-solving, system-level debugging, and customer support.

🛠 Technology Stack & Web Infrastructure

  • Frontend Technologies: N/A (Focus on Redis open source server and clients)

  • Backend & Server Technologies:

    • Redis open source server (C, C++, Java, JavaScript, Go, Erlang, Lua)
    • Redis Enterprise Cluster and its implementation and managing tools
    • Linux, Windows, macOS, Docker, Kubernetes
    • Cloud Infrastructure: AWS, GCP, Azure

  • Development & DevOps Tools:

    • Python (for scripting and automation)
    • Git (for version control and collaboration)
    • JIRA, Confluence (for project management and documentation)
    • Jenkins, Ansible, Terraform (for CI/CD pipelines and infrastructure automation)
    • AWS, GCP, Azure (for cloud infrastructure and deployment)

  • 📝 Enhancement Note: Familiarize yourself with the Redis open source server, various clients, and distributed systems to excel in this role.

👥 Team Culture & Values

  • Web Development Values:

    • User Experience Focus: Prioritize customer satisfaction and product quality through effective troubleshooting and problem-solving.
    • Performance Optimization: Leverage your technical expertise to enhance system reliability and improve customer experience.
    • Code Quality Approach: Ensure high coding standards and thorough code reviews to maintain product quality.
    • Collaborative Development Practices: Work closely with cross-functional teams to drive collective success and continuous learning.

  • Collaboration Style:

    • Cross-Functional Integration: Collaborate effectively with designers, marketers, and other teams to enhance user experience and product quality.
    • Code Review Culture: Participate in code reviews to maintain high coding standards and share knowledge with team members.
    • Knowledge Sharing: Contribute to a culture of continuous learning and innovation by sharing your expertise and learning from your colleagues.

  • 📝 Enhancement Note: Redis values a culture of curiosity, diversity of thought, and innovation, fostering a work environment where all employees' differences are celebrated and supported.

⚡ Challenges & Growth Opportunities

  • Technical Challenges:

    • Complex Customer Issues: Tackle highly complex customer issues involving distributed, high-performance systems, and drive resolution with autonomy and efficiency.
    • Root Cause Analysis: Conduct in-depth root cause analysis and propose long-term solutions to improve troubleshooting and diagnostics.
    • System-Level Debugging: Investigate and review codebases relevant to each case, identifying bugs and solving them.
    • Emerging Technologies: Stay up-to-date with the latest developments in Redis, distributed systems, and cloud infrastructure to enhance your technical expertise.

  • Learning & Development Opportunities:

    • Technical Skill Advancement: Deepen your expertise in Redis Enterprise Cluster, its implementation, and managing tools.
    • Conference Attendance & Certification: Attend industry conferences and obtain relevant certifications to expand your knowledge and network.
    • Technical Mentorship & Leadership: Mentor junior team members and develop your leadership skills to support the growth of the technical support team.

  • 📝 Enhancement Note: Embrace the challenges and growth opportunities presented by this role to drive your professional development and contribute to the success of Redis and its customers.

💡 Interview Preparation

  • Technical Questions:

    • Technical Question 1: Describe a complex customer issue you've resolved, detailing your problem-solving approach, root cause analysis, and long-term solution.
    • Technical Question 2: Walk us through your system-level debugging process, highlighting your expertise in identifying and fixing bugs in Redis or similar systems.
    • Technical Question 3: Explain how you've collaborated with cross-functional teams to resolve escalated technical issues and enhance system reliability.

  • Company & Culture Questions:

    • Technical Question 4: How do you stay up-to-date with the latest developments in Redis, distributed systems, and cloud infrastructure?
    • Technical Question 5: Describe your experience with Agile methodologies and CI/CD pipelines in a technical support role.
    • Technical Question 6: How do you ensure high customer satisfaction while working on complex, high-pressure cases?

  • Portfolio Presentation Strategy:

    • Presentation Strategy 1: Highlight your problem-solving skills and system-level debugging expertise through code reviews and technical documentation.
    • Presentation Strategy 2: Showcase your communication skills and collaboration experience with cross-functional teams through case studies and success stories.
    • Presentation Strategy 3: Emphasize your understanding of Redis open source server, various clients, and distributed systems by demonstrating your ability to reproduce and simulate customer environments.

  • 📝 Enhancement Note: Tailor your interview preparation to highlight your technical expertise, problem-solving skills, and customer support experience, with a focus on Redis and distributed systems.

📌 Application & Technical Interview Process

To apply for this Technical Support Engineer position:

  • Submit your application through the application link.
  • Concrete Preparation Step 1: Tailor your resume and application materials to highlight relevant skills and experiences, focusing on problem-solving, system-level debugging, and customer support.
  • Concrete Preparation Step 2: Prepare for the technical assessment by brushing up on your Python scripting skills, system-level debugging techniques, and familiarity with Redis open source server, various clients, and distributed systems.
  • Concrete Preparation Step 3: Research Redis, its products, and company culture to demonstrate your enthusiasm and understanding of the role.
  • Concrete Preparation Step 4: Prepare for the behavioral interview by reflecting on your problem-solving approach, communication skills, and collaboration experience.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Web Technology-Specific Focus:

  • Tailor every section specifically to technical support roles, with a focus on problem-solving, system-level debugging, and customer support.
  • Include web technology industry terminology and best practices relevant to technical support professionals.
  • Emphasize the importance of communication skills, collaboration, and customer satisfaction in technical support roles.

Quality Standards:

  • Ensure no content overlap between sections - each section must contain unique information.
  • Only include Enhancement Notes when making significant inferences about technical support processes, system-level debugging, or team structure.
  • Be comprehensive but concise, prioritizing actionable information over descriptive text.
  • Strategically distribute web technology and customer support-related keywords throughout all sections naturally.
  • Provide realistic salary ranges based on location, experience level, and technical support specialization.

Industry Expertise:

  • Include specific web technologies, server platforms, and infrastructure tools relevant to the technical support role.
  • Address technical support career progression paths and leadership opportunities in web technology teams.
  • Provide tactical advice for portfolio development, live demonstrations, and problem-solving case studies.
  • Include web technology-specific interview preparation and coding challenge guidance.
  • Emphasize the importance of communication skills, collaboration, and customer satisfaction in technical support roles.

Professional Standards:

  • Maintain consistent formatting, spacing, and professional tone throughout.
  • Use web technology and customer support industry terminology appropriately and accurately.
  • Include comprehensive benefits and growth opportunities relevant to technical support professionals.
  • Provide actionable insights that give technical support candidates a competitive advantage.
  • Focus on technical support team culture, cross-functional collaboration, and customer satisfaction measurement.

Technical Focus & Portfolio Emphasis:

  • Emphasize problem-solving skills, system-level debugging, and customer support best practices in technical support roles.
  • Include specific portfolio requirements tailored to the technical support discipline and role level.
  • Address browser compatibility, accessibility standards, and user experience design principles in the context of technical support.
  • Focus on problem-solving methods, performance optimization, and scalable system architecture in technical support roles.
  • Include technical presentation skills and stakeholder communication for technical support projects.

Avoid:

  • Generic business jargon not relevant to technical support roles.
  • Placeholder text or incomplete sections.
  • Repetitive content across different sections.
  • Non-technical terminology unless relevant to the specific technical support role.
  • Marketing language unrelated to technical support, problem-solving, or customer satisfaction.

Generate comprehensive, web technology-focused content that serves as a valuable resource for technical support professionals seeking their next opportunity and preparing for technical interviews in the web development and server administration industry.

Application Requirements

Candidates should have 4+ years of experience in Tier 3/4 Support or a similar technical role, with strong programming skills in Python. Exceptional analytical abilities and excellent communication skills are essential for effective collaboration within diverse teams.