Manager, Technical Support Engineers

 Published 7 days ago
 Not provided
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Why would you love this job?

As the Team Leader for the Technical Support team, you will be responsible for providing strong leadership for the team, as well as advising, advocating for, and helping customers by resolving complex technical issues in a high-contribution role with exciting technical challenges, on-going learning, and the reward of helping thousands of global name-brand customers by leading and growing a fun, tight-knit, highly technical team.

As a successful candidate, you will use your strong management, leadership, and cross-functional relationship-building expertise to maintain nearly perfect customer satisfaction levels, including deftly handling escalations. You will exercise and increase your technical competencies by addressing complex problems, becoming an expert on Redis Enterprise Software being used as a super high-performance database, on-premise, in the cloud, including in the top container orchestration platforms. Your compelling interpersonal skills help you build and maintain close relationships with customers, your colleagues (World-wide Technical Support Team Leads and Engineers), CloudOps teams, R&D and Product teams, and Technical Sales teams. 

Join the best of the best who like to apply what they know and continuously learn new things.  We are looking for an energizing role model and leader, who is also hands-on, fast-learning, and enjoys every minute of the new challenges each day brings! You like to lead by example, as well as coach and develop each member of the team. You remain calm under pressure, solve problems in real-time, follow a honed diagnostic process, and have out-of-the-box thinking.

If this sounds like you, please check out the experiences that we’d like you to bring in.

What you’ll do: 

  • Manage and lead a team of Technical Support Engineers, managing day-to-day tasks, including creating and enhancing operational procedures and tools
  • Promote a self-learning organization to motivate the team to enhance individual knowledge and skills
  • Provide technical expertise and guidance for the team and customers during the full lifecycle of Redis Enterprise Software
  • Manage critical customer issues and facilitate communication between Customers, Sales and Engineering
  • Participate in new product development, customer training, and other support-related activities
  • Serve as a customer advocate by providing timely diagnosis and resolution of complex issues, including problem reproduction and escalation
  • Help customers realize and maximize the value of their Redis Enterprise Software, whether deployed on-premise or in the cloud

What will you need to have? 

  • Bachelor of Science in Computer Science or Information Systems
  • At least five years of technical support or customer success in the Enterprise software industry.
  • At least two years of experience managing a technical team, including:
    • Strong management and leadership
    • Hands-on experience building and running a mid-sized team in a rapidly growing company, including managing high-profile customers, escalations, and collaboration with CloudOps, R&D, and sales teams
  • Hands-on experience building and running a mid-sized team in a rapidly growing company, including managing high-profile customers, escalations, and collaboration with CloudOps, R&D and sales teams
  • Strong technical background with excellent problem-solving and multitasking skills
  • Strong working knowledge in Linux/Unix and networking (TCP/IP)
  • Proficiency in communication and presentation, both written and verbal (in English)
  • High availability and commitment to customers at any time

Extra great if you have:

  • M.Sc. in Computer Science / Information systems
  • Programming skills, developer experience
  • Experience with NoSQL databases (especially Redis)
  • Experience working with container orchestration environments, such as Kubernetes
  • Experience working in both cloud-based and on-premise service and technology environments


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