Senior Support Engineer
Elastic · Posted Nov 7
Search, observability, security, and analytics platform services
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About the role
Elastic's Search AI Platform brings together the precision of search and the intelligence of AI across search, security, and observability solutions. Elastic's Support team is distributed across 12 time zones and 15 countries and works tightly integrated with core developers. This role services technical customer issues within contractual SLAs, troubleshoots cloud-native, Kubernetes, and web technology stacks, and contributes to documentation, knowledge base, and process improvement.
What you will do
- Ensuring technical customer issues are serviced within our contractual SLA and managed to resolution
- Maintain strong relationships with our customers for the delivery of technical support
- Resolves customer problems via telephone, email, chat or remote access.
- Have a mindset of continuous improvement in terms of the efficiency of support processes and customer satisfaction
- Work across multicultural and geographically distributed teams
- Contribute to product documentation, customer knowledge base, and best practices guides
- Continuously improve processes and tools in collaboration with the team
- Provide weekend on-call support for the team rotation (8 hours during regular work hours)
- Develop subject matter expertise one key product feature
- Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.
- Take part in organizational projects, programs and/or business initiatives using demonstrated creativity and ingenuity to improve performance and customer experience.
- Provide technical leadership in Elastic communities and Knowledge-Centered Service methodology and process.
- Creation of lab environments to replicate customer issues.
- Communicate tactfully with customers: gather information, provide diagnostic and resolution steps, convey process and product guidance
Skills used in this role
What the employer is looking for
- 5+ (7+ for C6) years of experience in technical support, system administration or related customer-facing role
- A technical background in systems administration, Network Engineering, Software Engineering, etc
- Strong verbal and written communication skills in English
- A customer-oriented focus
- Good understanding of cloud-native and container-based technologies
- Cloud technologies such as AWS, GCP, Azure and frameworks such as Kubernetes and Docker
- Understand the Product Lifecycle and future direction for the supported products or product line
- Strong understanding of cloud-native and container-based distributed systems like Kubernetes
- Advanced level of hands-on generalist experience at: Java (e.g. JVMS & components), Operational Systems (e.g. Linux and Windows), Networks (e.g. LDAP, Load Balancers, Proxies, SSL);
- Experience with APIs and REST calls;
- Experience with web/application servers (e.g. Tomcat, Apache, IIS, NGINX, Jboss);
- Advanced troubleshooting skills in web technology systems (e.g. HTML, CSS, Javascript)
- Experience with SSO, SAML, Active Directory, etc;
Preferred qualifications
- Knowledge of databases or search software technologies
- Experience with SaaS and/or Distributed systems
- You are a Team player; the ability to work in a fast-paced environment with a positive and adaptable approach
- Proven strong technical understanding of software products
- Collaboration with Developer teams on escalation issues
- Curiosity is key! You have already researched our products and possibly downloaded our stack to test it out
- Networking
- Server Administration
- Wireshark or comparable packet analysis tool
- Exposure to scripting (Shell, Python, etc.)
- Experience with support tools and platforms like Salesforce, Zendesk and JIRA.
Benefits and support
- Competitive pay based on the work you do here and not your previous salary
- Health coverage for you and your family in many locations
- Ability to craft your calendar with flexible locations and schedules for many roles
- Generous number of vacation days each year
- Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service
- Up to 40 hours each year to use toward volunteer projects you love
- Embracing parenthood with minimum of 16 weeks of parental leave
About Elastic
Elastic is a search AI company that builds self-managed and SaaS offerings for search, logging, security, observability, and analytics. Powered by the Elasticsearch platform, the company helps thousands of organizations worldwide transform massive volumes of data into actionable insights and real-time answers. Its modern search solutions are widely integrated across enterprise tech ecosystems to support advanced AI applications and automated security workloads.
- Industry
- Software
- Company size
- 5001-10000 employees
- Founded
- 2012
- Location
- Mountain View, California, USA
- Funding stage
- Public Company
Funding
Public Company · $162M raised
- 2012-11-01Series A$10M
- 2013-03-01Series B$24M
- 2014-06-05Series C$70M
Leadership
Chief Executive Officer
Founder and Chief Technology Officer
Chief Financial Officer
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