Senior Support Engineer

Triwill Group; Bengaluru; Hybrid; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Health coverage

Flexible schedules

Volunteer hours

Job summary

Elastic, the Search AI Company, is seeking a senior technical support professional in Bengaluru. You will resolve complex issues, maintain customer relationships, and collaborate across global teams to improve support processes.

Ideal candidate has 7+ years in technical support or related roles, strong cloud-native tech (Kubernetes, Docker, AWS/GCP/Azure), and excellent English communication. On-call weekend rotation is part of the role.

Qualifications

• Bachelor's degree in Computer Science or related field.
• 7+ years in technical support, sysadmin or customer-facing roles.
• Strong English communications; customer-focused mindset.

Responsibilities

• Resolve technical customer issues within SLA and drive to resolution.
• Maintain relationships for delivery of technical support.
• Collaborate with multicultural teams and contribute to knowledge base.
• Provide weekend on-call support for team rotation.

Skills

English communication

Cloud-native tech

Kubernetes

Docker

Java / JVM

Linux / Windows

APIs & REST

Web servers

SSO / SAML

Education

Bachelor's degree in CS / related field

Tools

Salesforce

Zendesk

JIRA

Job description

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 — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.

What is The Role

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 don’t 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. We’re 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 we’re 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 on‑call 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 in-depth evaluation of variable factors.
• Take part in organizational projects, programs and/or business initiatives using proven creativity and ingenuity to improve performance and customer experience.
• Provide technical leadership in Elastic communities and Knowledge‑Centered Service methodology and process.
• Creation of lab environments to replicate customer issues.
• Communicate tactfully with customers: gather information, provide diagnostic and resolution steps, convey process and product guidance

What You Bring

• 7+ years of experience in technical support, system administration or related customer‑facing role
• A technical background in systems administration, Network Engineering, Software Engineering, etc
• Strong verbal and written communication skills in English
• A customer‑oriented focus
• Good understanding of cloud‑native and container‑based 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
• Strong understanding of cloud‑native and container‑based distributed systems like Kubernetes
• Advanced level of hands‑on 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 fast‑paced 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.

#LI-AS3

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. Your age is only a number. It doesn’t matter if you’re 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 employer and is committed to creating an inclusive culture that celebrates different perspectives, experiences, and backgrounds. 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 [e-mail] 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)

Please see here for our Privacy Statement.