Senior Cloud Support Engineer for AI Platform

referralsuseonly; Singapore; Remote; SGD 60,000 - 90,000; Full time

Job summary

Elastic is seeking an experienced technical support professional to join a globally distributed team. You will resolve complex customer issues, maintain relationships, and contribute to documentation and best practices across time zones.

The role emphasizes cloud-native and container-based technologies, with hands-on work across Kubernetes, Docker, and RESTful interfaces. A customer-centric, collaborative mindset is essential for success in this fast-paced environment.

Qualifications

• 5+ (7+ for C6) years in technical support, system administration or related customer-facing role.
• Technical background in systems administration, Network Engineering, Software Engineering, etc.
• Strong verbal and written communication skills in English.
• Customer-oriented mindset and service excellence.
• Good understanding of cloud-native and container-based technologies.
• Experience with SaaS and distributed systems is a plus.
• Proven collaboration with development teams on escalation issues.

Responsibilities

• Ensure technical customer issues are serviced within contractual SLA and resolved.
• Maintain strong relationships with customers for technical support delivery.
• Resolve customer problems via phone, email, chat or remote access.
• Drive continuous improvement of support processes and customer satisfaction.
• Collaborate with geographically distributed teams across time zones.
• Contribute to product documentation and knowledge base updates.
• Provide weekend on-call support for rotation (8 hours per shift).
• Develop subject matter expertise on key product features.
• Handle complex issues requiring in-depth evaluation of multiple factors.
• Participate in organizational projects to improve performance and customer experience.
• Provide technical leadership in Elastic communities and knowledge-centered service.
• Create lab environments to replicate customer issues.

Skills

English communication

Customer focus

Cloud-native tech

Distributed teamwork

Tools

Kubernetes

Docker

AWS

GCP

Azure

Tomcat

Apache

NGINX

IIS

Linux

Windows

REST APIs

Job description

Elastic is seeking an experienced technical support professional to join a globally distributed team. You will resolve complex customer issues, maintain relationships, and contribute to documentation and best practices across time zones.

The role emphasizes cloud-native and container-based technologies, with hands-on work across Kubernetes, Docker, and RESTful interfaces. A customer-centric, collaborative mindset is essential for success in this fast-paced environment.