Join to apply for the Senior Support Engineer role at Elastic.
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, combines the precision of search with the intelligence of AI to help accelerate meaningful results. By leveraging all structured and unstructured data — with enhanced security for private information — Elastic’s cloud-based solutions for search, security, and observability empower organizations to harness AI effectively.
What is The Role:
We’re always looking for talented individuals passionate about technology. We develop highly sophisticated distributed systems and take our technology seriously. At Elastic, you’ll work in a vibrant, innovative environment alongside some of the brightest technologists in the industry. We value teamwork, independence, and ownership, encouraging innovation and creation of cutting-edge products that bring joy to our users.
About the Support Team:
Our Support team is unique: spread across 12 time zones and 15 countries, yet functioning as a close-knit family. We deliver caring, empathetic, and human support that is also ambitious and comprehensive. We work closely with our core developers in a genuine, respectful manner. Our team values honest hard work and rewards dedication. We thrive on questions, collaboration, and continuous improvement, always moving forward together.
What You Will Be Doing:
1. Ensuring customer issues are resolved within contractual SLAs.
2. Maintaining strong relationships with customers through effective support.
3. Continuously improving support processes and customer satisfaction.
4. Collaborating across multicultural and distributed teams.
What You Bring:
* 5+ years of proven experience in Technical Support within a software company.
* Technical background in IT, Network Engineering, Software Engineering, etc.
* Strong collaboration skills, including training, initiatives, and projects.
* Excellent verbal and written English communication skills.
* Customer-focused approach.
* Knowledge of databases or search technologies.
* Experience with SaaS and distributed systems.
* Proficiency with Linux/Unix and APIs.
* Commitment to continuous learning and skill development.
* Experience with Elastic products in production environments is a plus.
Bonus Points:
* Knowledge of Knowledge Centered-Services (KCS).
* Experience with Kubernetes, Kafka, or related technologies.
* Experience with Elastic or competing technologies in observability or search.
* Experience working within the Public Sector.
Additional Benefits:
Elastic values diversity and offers a range of benefits, including competitive pay, health coverage, flexible schedules, generous vacation, matching donations, volunteer hours, and parental leave. We are committed to an inclusive culture and provide accommodations for applicants with disabilities.
Legal and Equal Opportunity Information:
Elastic is an equal opportunity employer that values diversity and inclusion. We comply with applicable laws and provide accommodations upon request. Details about rights under federal employment laws and privacy can be found through provided links.
Job Details:
* Seniority level: Not Applicable
* Employment type: Full-time
* Job function: Information Technology
* Industries: Technology, Information, and Internet
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