Senior Support Engineer

Elastic

About The Position

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 more than 12 time zones and 28 countries, we operate as a unit. 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 team. We listen. We solve. We guide. We get it. And we’re excited to bring on a new team member to love.

Requirements

5+ years of experience in technical support or related customer-facing role
Experience with the Elastic Stack preferred
A technical background in fields like; System Administration, Network Engineering, Software Engineering etc.
A customer oriented focus
Experience in a Linux/Unix environment
Strong understanding of cloud-native and container-based distributed systems like Kubernetes
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
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;

Nice To Haves

Knowledge of databases or search software technologies
Experience with SaaS and/or Distributed systems
You are a Team player; 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

Responsibilities

Providing an expert level of service to our customers
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
Have a mindset of continuous improvement, in terms of efficiency of support processes and customer satisfaction
Work across multi-cultural and geographically distributed teams
Contribute to product documentation, customer knowledge base, and best practices guides
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

Benefits

Elastic believes that employees should have the opportunity to share in the value that we create together for our shareholders.
Therefore, in addition to cash compensation, this role is currently eligible to participate in Elastic's stock program.
Our total rewards package also includes a company-matched 401k with dollar-for-dollar matching up to 6% of eligible earnings, along with a range of other benefits offered with a holistic emphasis on employee well-being.
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