Senior Support Engineer - 3rd Shift

Elastic

9h • $113,100 - $178,900

About The Position

Elastic is hiring a Senior Support Engineer to provide technical support to US Federal customers as part of a globally distributed Support team closely integrated with product developers. The team aims to deliver caring, empathetic, direct, and comprehensive service while resolving customer issues and continuously improving support processes and customer satisfaction.

The role requires four ten-hour US overnight shifts, scheduled either Sunday–Wednesday or Wednesday–Saturday. For training, the selected candidate will work during US-East daytime hours for three to six months before moving to overnight shifts. Candidates are expected to remain on the overnight shift for 18 months before being considered for other positions. Selected candidates must undergo US Government background checks, potentially including Public Trust vetting.

Compensation is base salary with no variable compensation component. The typical starting salary range is $113,100–$178,900 USD, with an alternate range of $135,900–$215,100 USD for select locations, including Seattle, Los Angeles, the San Francisco Bay Area, and the New York City Metro Area. The role is currently eligible for Elastic’s stock program. The total rewards package includes company-matched 401(k) contributions and other benefits focused on employee well-being.

Requirements

• Ability to operate in a small team while maintaining confidentiality.
• Proven experience in technical support in a technology business.
• Technical background in an area such as system administration, network engineering, or software engineering.
• Strong verbal and written communication skills in English.
• Customer-oriented focus.
• Experience in a Linux/Unix environment.

Nice To Haves

• Experience with the Elastic Stack.
• Experience supporting US Government entities.
• Knowledge of databases or search software technologies.
• Experience with SaaS and/or distributed systems.
• Ability to work as a team player in a fast-paced environment with a positive, adaptable approach.
• Strong technical understanding of software products.
• Experience collaborating with developer teams on escalations.
• Curiosity about Elastic products, including having researched or tried the Elastic Stack.

Responsibilities

• Provide expert-level service to US Federal customers.
• Ensure technical customer issues are handled within contractual SLAs and managed through resolution.
• Maintain strong customer relationships while delivering technical support.
• Continuously improve support-process efficiency and customer satisfaction.
• Work across multicultural, geographically distributed teams.

Benefits

• Company-matched 401(k), with dollar-for-dollar matching up to 6% of eligible earnings.
• Eligibility to participate in Elastic’s stock program.
• Health coverage for employees and their families in many locations.
• Flexible locations and schedules for many roles.
• Generous annual vacation days.
• Matching up to $2,000 (or local currency equivalent) for financial donations and service.
• Up to 40 hours each year for volunteer projects.
• At least 16 weeks of parental leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed