Senior Cloud Support Engineer

Elastic; Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

Elastic is seeking a skilled technical support specialist to join a distributed, customer-focused team. You will handle complex issues, collaborate with cross-functional teams, and contribute to documentation while maintaining SLA commitments and providing weekend on-call coverage.

The role requires strong English communication, a customer-oriented mindset, and hands-on experience with cloud-native technologies, Kubernetes, and related tools.

Qualifications

• 5+ years in technical support or related customer-facing role.
• Background in systems administration, Network Engineering, or Software Engineering.
• Excellent spoken and written English.
• Customer-oriented with cloud-native and container tech understanding.
• Experience with AWS, GCP, Azure; Kubernetes and Docker.
• Understanding of product lifecycle and distributed systems like Kubernetes.

Responsibilities

• Ensure technical customer issues are serviced within SLA and resolved.
• Maintain strong relationships with customers for the delivery of technical support.
• Resolve customer problems via telephone, email, chat or remote access.
• Contribute to product documentation, customer knowledge base, and best practices guides.
• Provide weekend on-call support for the team rotation (8 hours during regular work hours).
• Develop subject matter expertise on one key product feature.
• Works on complex issues requiring in-depth evaluation of variable factors.
• Provide technical leadership in Elastic communities and Knowledge-Centered Service methodology.

Job description

Elastic is seeking a skilled technical support specialist to join a distributed, customer-focused team. You will handle complex issues, collaborate with cross-functional teams, and contribute to documentation while maintaining SLA commitments and providing weekend on-call coverage.

The role requires strong English communication, a customer-oriented mindset, and hands-on experience with cloud-native technologies, Kubernetes, and related tools.