Senior Support Engineer

Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.

What is The Role

Elastic’s Support team is unlike any other on Earth: while we are spread across 12 time zones and 15 countries, we operate as a unit, as a family. We are massively distributed yet lovingly intimate. The service we deliver is caring, empathetic, and human yet ambitious, direct, and comprehensive. We don’t do it alone, as we are tightly integrated with our core developers in a way that is real, genuine, and never taken for granted. Our team is a dream for someone seeking honest, hard work and rewards. It is a nightmare for anyone afraid to ask questions or be questioned — always forward, never backward. We are not trying to change the world, we already have. We’re just waiting for everyone else to catch up. We have our good days and our not so good days, and we face them together, as a family. We listen. We solve. We guide. We get it. And we’re excited to bring on a new team member to love.

• 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 proven 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

What You Bring

• 7+ 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