Senior Support Engineer

What is the Role

Elastics 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 dont 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. Were 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 were 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 oncall 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 indepth 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 KnowledgeCentered Service methodology and process.
• Creation of lab environments to replicate customer issues.
• Communicate tactfully with customers: capture information provide diagnostic and resolution steps convey process and product guidance

What You Bring Along

• 7 years of experience in technical support system administration or related customerfacing role
• A technical background in systems administration Network Engineering Software Engineering etc
• Strong verbal and written communication skills in English
• A customeroriented focus
• Good understanding of cloudnative and containerbased 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
• Advanced level of handson 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 fastpaced 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.

Required Experience:

Senior IC