Senior Support Engineer - US Federal

elastic; Greater London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading technology company is looking for a Support Engineer to provide expert-level technical support for US Federal customers. You will be responsible for resolving technical issues, maintaining customer relationships, and driving improvements in support processes. This position requires Linux/Unix experience and strong communication skills. Flexible shifts include working overnight hours, with a commitment to at least 18 months in this role. The company offers competitive pay, health coverage, and generous vacation days.

Benefits

Competitive pay

Health coverage

Generous vacation days

Matching for financial donations

Qualifications

• Proven experience in Technical Support within technology businesses.
• Strong verbal and written communication skills in English.
• Experience in a Linux/Unix environment.

Responsibilities

• Provide expert‑level support to US Federal customers.
• Ensure timely resolution of technical issues within SLAs.
• Maintain strong customer relationships.

Skills

Technical Support

Linux/Unix

Communication Skills

Job description

Technical Support Customer Service Elastic Stack Linux/Unix US Federal

As a Support Engineer at Elastic, you'll be part of a globally distributed team providing expert-level service to US Federal customers. You will resolve technical issues within contractual SLAs, maintain strong customer relationships, and drive continuous improvement in support processes and customer satisfaction. This role requires working four ten‑hour US overnight shifts (either Sunday to Wednesday or Wednesday to Saturday) with working hours of 4 PM to 2 AM or 1 AM to 11 AM (EST). A 3‑6 month training period during US‑East daytime hours is required before transitioning to overnight shifts. A commitment of 18 months to this shift is expected before consideration for other positions.

What You'll Do

• Provide expert‑level support to US Federal customers.
• Ensure timely resolution of technical issues within SLAs.
• Maintain strong customer relationships.
• Drive continuous improvement in support processes.
• Collaborate with multi‑cultural and geographically distributed teams.

What You Bring

• Ability to operate in a small team with confidentiality.
• Proven experience in Technical Support within technology businesses.
• Technical background in System Administration, Network Engineering, or Software Engineering.
• Strong verbal and written communication skills in English.
• Customer‑oriented focus.
• Experience in a Linux/Unix environment.
• Experience with the Elastic Stack preferred.

Bonus Points

• Experience supporting US Government entities.
• Knowledge of databases or search software technologies.
• Experience with SaaS and/or Distributed systems.
• Team player with a positive and adaptable approach.
• Strong technical understanding of software products.
• Experience collaborating with Developer teams on escalation issues.
• Curiosity and proactive research of our products.

Benefits

• Competitive pay.
• Health coverage for you and your family.
• Flexible locations and schedules for many roles.
• Generous vacation days.
• Matching for financial donations and service (up to $2,000).
• Up to 40 hours each year for volunteer projects.
• Minimum of 16 weeks of parental leave.

How to Apply

Interested in this position? Please submit your resume and cover letter through the application portal.