Technical Support Engineer L1
Location: Mountain View
Posted on: September 14, 2020
We are looking for a Technical Support Engineer L1 to join our
Customer Support team.As a member of the Support team, you will be
responsible for providing dependable and timely resolution for
complex issues related to products offered by our customer.
As a technical expert, you are expected to act as a point of
contact for challenging support cases.
You will need to become an expert for products offered by our
customer and ensure the quality of service and SLA compliance.Our
ideal candidate has great interpersonal skills, as the role
requires you to maintain close relationships with customers, fellow
team members, DevOps teams, R&D teams and product teams.If you
are excited to serve as the subject matter expert to a growing
customer base, while continuing to grow and expand your knowledge,
then this is the right challenge for you.
**Employment through 3rd party vendor, Vigan Technologies**We're
Redis Labs, the home of the open source Redis database platform and
commercial provider of Redis Enterprise.
A recognized leader in NoSQL, in-memory databases with more than
7,400 enterprise customers around the world, we're growing
fast-we've raised more than $146 million in funding and are growing
our staff across our offices in Mountain View, Calif.; London; Tel
Aviv; and Austin, Texas.
In the past year alone, Redis Labs has been named to Deloitte's
Technology Fast 500 EMEA, earned a spot on Dun & Bradstreet's 10
Best Startups to Work for in Israel, and been ranked one of the
healthiest employers in the Bay Area.Responsibilities--- Analyze
the customer issue depending on product type (Cloud, OnPremise) and
provide accurate resolution.--- Work with PaaS providers like
Heroku, IBM, Pivotal, Docker, 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 OnPremise product--- Research and identify solutions to issues
like latency, commands 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 application 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--- Maintain jovial relationships with clients---
Investigate issues that customer 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 meetingsRequirements--- 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 24--7 environment---
Freshers can applyAdvantagesExperience with NoSQL databases--- Any
Linux certification--- Experience with programming skills such as
Java, C/C++, Python--- Experience working in both cloud-based and
on-premise service and technology environmentPandoLogic.Category:
Customer Service, Keywords: Technical Support Engineer
Keywords: VIOLA, Mountain View , Technical Support Engineer L1, IT / Software / Systems , Mountain View, California
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