Senior Support Engineer

Responsibilities

You will ensure technical customer issues are resolved within SLAs while maintaining strong relationships and contributing to product documentation. Additionally, you will collaborate across distributed teams to improve support processes and provide technical leadership in community and service methodologies.

Requirements

Candidates must have 5+ years of experience in technical support or system administration with a strong background in cloud-native technologies and distributed systems. Proficiency in English and advanced troubleshooting skills across various operating systems, networks, and web technologies are required.

Skills

• Technical support
• System administration
• Cloud-native technologies
• Kubernetes
• Docker
• Java
• Linux
• Windows
• Networking
• APIs
• REST
• Web servers
• Troubleshooting
• SSO
• SAML
• Active Directory

Benefits

• Competitive pay
• Health coverage
• Flexible locations and schedules
• Generous vacation days
• Financial donation matching
• Volunteer time off
• Parental leave

About this role

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:
We’re always on the search for amazing people. People who have a deep passion for technology and are masters at their craft. We build highly sophisticated distributed systems, and we don’t take our technology lightly. At Elastic, you’ll have the opportunity to work in a vibrant young company next to some of the smartest and highly skilled technologists the industry has to offer. We’re looking for great team players, but we also promote independence and ownership. We’re hackers… The good kind. The kind that innovates and creates cutting edge products that eventually translates to a lot of happy, smiling faces.
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.
What You Will Be Doing
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
What You Bring Along
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;
Bonus Points
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.
Additional Information - We Take Care of Our People
As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.
We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.
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 flexi...

About Elastic

Software Development · 1,001-5,000 employees · headquartered in San Francisco, California