Senior Support Engineer

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:

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 energetic company next to some of the most inquisitive 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 innovative 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. As a distributed company, we offer the unique opportunity to work closely with colleagues from diverse backgrounds and cultures, fostering a collaborative spirit that is at the heart of everything we do.

The service we deliver is not just about solving problems, it's about caring, empathy, and the human touch. We approach our work with ambition, directness, and comprehensiveness, but always with a focus on the individual. We don't do it alone, as we work closely with our core developers in a genuine and never-taken-for-granted way, making each team member feel valued and integral to our mission.

Our team is a dream for someone seeks honest, hard work and rewards. It is a nightmare for anyone afraid to ask questions or be questioned — always forward, never backwards.

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, support, and be part of our resilient team.

What You Will Be Doing:

1. Ensuring technical customer issues are serviced within our contractual SLA, and managed to resolution
2. Maintaining strong relationships with our customers for the delivery of technical support
3. Having an attitude of continuous improvement, in terms of efficiency of support processes and customer satisfaction
4. Working across multi-cultural and geographically distributed teams

What You Bring Along:

• 5+ years of proven experience in Technical Support in a Software business.
• A technical background in fields like Information Technology, Network Engineering, Software Engineering etc.
• A "Customer First" mindset
• You are a team player; ability to work in a fast paced environment with a positive and adaptable approach
• Strong verbal and written communication skills in English
• Knowledge of databases or search software technologies
• Experience with SaaS and/or Distributed systems
• Experience with Linux/Unix
• Experience with APIs
• Proven track record of continued learning and skill improvement
• Experience with administering and/or troubleshooting Elastic products in a production environment
• Highly collaborative, contributing to the success of a team through actions such as building and delivering training, leading or participating in initiatives/projects

Bonus Points:

• Familiarity with Knowledge Centered-Services (KCS)
• Experience with Networking and/or Load Balancers
• Experience with Kubernetes
• Experience with Kafka / Message Brokering

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 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

Elastic is an equal opportunity/affirmative action employer committed to diversity, equity, and inclusion. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation. We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email candidate_accessibility@elastic.co. We will reply to your request within 24 business hours of submission. Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster).