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 Elastics complete cloudbased solutions for search security and observability help organizations deliver on the promise of AI.

Were 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 dont take our technology lightly. At Elastic youll have the opportunity to work in a vibrant young company next to some of the most inquisitive and highly skilled technologists the industry has to offer. Were looking for great teammates but we also promote independence and ownership. Were hackers The good kind. The kind that innovates and creates cutting edge products that eventually translates to a lot of happy smiling faces.

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.

Additional Information We Take Care of Our People

As a distributed company diversity drives our identity. Whether youre 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 doesnt matter if youre 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

Different people approach problems differently. We need that. 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 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)

Elasticsearch develops and distributes encryption software and technology that is subject to U.S. export controls and licensing requirements for individuals who are located in or are nationals of the following sanctioned countries and regions: Belarus Cuba Iran North Korea Russia Syria the Crimea Region of Ukraine the Donetsk Peoples Republic (DNR) and the Luhansk Peoples Republic (LNR). If you are located in or are a national of one of the listed countries or regions an export license may be required as a condition of your employment in this role. Please note that national origin and/or nationality do not affect eligibility for employment with Elastic.

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