L3/L4 Technical Support Engineer

recruitAbilityAustin, Texas11d ago

Our client, home to one of the world’s most popular in-memory database, is looking for a Tech Support Engineer that can provide dependable and timely resolution for complex software issues related to their award-winning products. As a technical expert, you are expected to act as a point of contact for challenging support cases. 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 opportunity for you!


Responsibilities

  • Work with global customers to troubleshoot and resolve complex software issues replicating customer environments and network problems as needed
  • Provide technical expertise and apply advanced platform knowledge during testing and deployment of software
  • Manage critical customer issues and facilitate communication between customers, Sales, and Engineering
  • Research and solve complex issues impacting our customer’s utilization of our products
  • Participate in new product development, customer training, and other support-related activities
  • Document issues and collaborate with Engineering (if needed) to provide solutions


Requirements

  • 3+ years in high-level technical support or customer success within a software environment
  • Advanced to expert level knowledge of technologies such as Linux/Unix, TCP/IP, DNS, TLS and Clustering
  • Experience with programming skills such as Java, C/C++, Python
  • Strong technical background with excellent problem solving and multitasking skills
  • Proficiency in communication and presentation, both written and verbal (in English)
  • High availability and commitment to customers at any time
  • Experience with NoSQL databases (especially Redis) a plus
  • Prior experience handling with cloud computing such as AWS
  • B.Sc. in Computer Science or Information Systems