Senior Support Engineer

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, 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:

We're always on the search for amazing people. People who have a deep passion for technology and are masters at their craft. We build highly sophisticated distributed systems, and we don't take our technology lightly. At Elastic, you'll have the opportunity to work in a vibrant young company next to some of the smartest and highly skilled technologists the industry has to offer. 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 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 demonstrated 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 Along

• 5+ (7+ for C6) 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

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