Product Support Manager

Redgate Software:
Specializing in database software for over 23 years, Redgate makes ingeniously simple software used by over 800,000 IT professionals around the world and is the leading Database DevOps solutions provider.
Redgate's philosophy is to design highly usable, reliable tools which elegantly solve the problems developers and DBAs face every day and help teams get the most value out of any database, on a growing number of platforms, anywhere. As well as streamlining database development and preventing the database being a bottleneck, this helps organizations introduce data protection by design and by default.
As a result, more than 200,000 companies use Redgate tools, including 91% of those in the Fortune 100.
The Role:
We are looking for a Product Support Engineer to join our team and provide exceptional technical support to our customers for Redgate products. The successful candidate will have a passion for delivering top-notch customer service, be self-motivated, have a strong understanding of networking concepts, and be exposed to DevOps, software development, and Linux administration.
For this role, we're looking for candidates located in the Austin, TX or Los Angeles, CA metropolitan area.
Core Responsibilities :

• Provide technical support to customers through various channels such as phone, email, forums, and screen-sharing.
• Liaise between the Product Support and Product Development departments to represent customer interests.
• Assist colleagues in understanding the technical concepts behind Redgate tools.
• Write knowledgebase articles and blogs to facilitate and promote the use of Redgate tools.

• Act in the best interests of Red Gate Software at all times .
• Suggest process improvements and question the norm to enhance the customer experience.
• Perform other tasks consistent with the general description to support the team and Product Support Manager.

Required Skills and Experience:

• 3-5 years' experience in a technical support role /environment
• Exposure to DevOps or software development
• Exposure to Azure and AWS
• Linux administration experience
• Solid understanding of troubleshooting issues in a Windows environment

• Ability to learn and understand complex technical concepts
• Passion for high-quality customer service
• Basic understanding of networking concepts and troubleshooting practices

Who You Are and Desirable Experience/Skills :

• Previous experience in a product support / help desk and/or a customer service role
• Self-motivated team player with problem-solving and troubleshooting skills
• Basic understanding of networking concepts and troubleshooting practices
• Experience setting up and maintaining Windows Server and/or clusters

• Knowledge of installing and maintaining web servers (IIS, Apache)
• SQL Server administration experience (backing up or restoring databases)
• Experience with PostgreSQL and Oracle databases
• Scripting or basic programming knowledge
• Understanding of installing and maintaining SQL Source Control systems (Subversion, TFS, Git)

Impact Plan:
30 days - The Rookie
60 days - Training
90 days - The Pursuit of Happiness
Salary:

• $70k-$90k

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Who We Are:
If you join Redgate, you'll be joining the leading software provider for professionals working on the Microsoft data platform. You'll help over 800,000 people in every industry across the world, from small and medium-sized businesses to 91% of companies in the Fortune 100 - including Walt Disney, Intel, and Amazon.
And you'll be part of a company that's built up its reputation of trust over 23 years. Today, Redgate is still a growing company - and we want to help you to grow, too. You'll be supported in your role, well-being, and personal development - because when you're flourishing, so is the whole team.

• See what it's like working at Redgate on our blog

Benefits + Perks:

• Full Medical, Dental, and Vision Insurance

• Employee Premiums covered at 100%
• Dependent Premiums covered at 50%

• Redgate Monthly Allowance of $124 (ask your TA Partner for more details!)
• We offer exclusive employee discounts on all your favorite things through Perks at Work!
• Long-Term Incentive Plan (LTIP) - Redgate's equity

• PTO

• 20 Days Paid Vacation Accrued Annually (accrual begins following a 90-day waiting period)
• 10 Federal Holidays
• Day off on your birthday (or another Special Day)
• Company Wellbeing Day

• Public Holiday swap around being able to swap 2 days to reflect the diversity, different religious beliefs, etc., across RG.
• Sick time is not deducted from vacation time

• 401K - matching w/ no vesting periods
• 6 Week Paid Sabbatical for every 5 years of continuous employment
• Office and Team Events/Outings

• Travel insurance that covers both work and personal trips through Chubb

Flexible-hybrid model:
Achieving work-life balance has never been more important and so Redgate has adopted a flexible-hybrid model. This means that people will work flexibly with a blend of remote (home) and co-located (office) work, with teams having the flexibility to decide which location best suits the outcomes they need to deliver.
We generally see folks come into the office 2x a week. Office locations:

• Cambridge, UK (headquarters)
• Pasadena, CA
• Austin, TX (AMER headquarters)
• New York City, NY

• Berlin, Germany
• Brisbane, Australia

Where you work and how frequently you attend the office will depend on the nature of your role, the make-up of the team and the type of work that you need to do. A weekly visit to the office is likely for most people to support our collaborative culture and enable our teams to deliver great work , though less frequent visits may also work well. So, if you can travel to & from the office safely in a day, that works well for us.
Redgate Software Inc. is an Equal Opportunity Employer
It doesn't hurt to take a chance and apply! While we list out what we generally look for, we are likely missing other attributes and skills that you have that could make you a great fit. Research has shown this especially applies to women and other marginalized groups, who tend to apply if they check 100% of every box, versus men who apply if they hit roughly 60% .
We are an inclusive employer and value diversity at our company. We do not discriminate based on race, religion, color , national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.