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.

What is The Role :

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 cutting edge 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. We are massively distributed yet lovingly intimate. The service we deliver is caring, empathetic, and human yet ambitious, direct, and comprehensive. We are tightly integrated with our core developers in a way that is real, genuine, and never taken for granted.

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.
• Have a mindset of continuous improvement, in terms of efficiency of support processes and customer satisfaction.
• Work 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.
• Highly collaborative, contributing to the success of a team through actions such as building and delivering training, leading or participating in initiatives / projects.
• Strong verbal and written communication skills in English.
• Customer oriented focus.
• Knowledge of databases or search software technologies.
• Experience with SaaS and / or Distributed systems.
• Experience with Linux / Unix.
• Experience with APIs.
• Consistent track record of continued learning and skill improvement.
• Experience with administering and / or troubleshooting Elastic products in a production environment.

Bonus Points :

• Familiarity with Knowledge Centered-Services (KCS).
• Experience as a mentor or coach and / or in other aspects of team leadership.
• Experience with Networking and / or Load Balancers.
• Experience with Kubernetes.
• Experience with Kafka / Message Brokering.
• Experience with Elastic technology or related competing technologies across observability or Search.

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.

• 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 a 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.

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).