Overnight Support Engineer – Federal & Global SLA Expert

Elastic; Mountain View (CA); Remote; USD 113,000 - 179,000; Full time

Benefits offered by this job

Health coverage

Flexible locations and schedules

Generous vacation days

Donation matching

Volunteer hours

Parental leave

Job summary

Elastic, the Search AI Company, is seeking a Support Engineer to deliver expert technical support to US Federal customers. You will handle issues within SLA, maintain customer relationships, and collaborate with developers across distributed teams.

Role requires overnight shifts in US time zones, with a training period during US-East daytime hours. Background checks may be required, including vetting for Public Trust.

Qualifications

• Experience in Technical Support in a technology business.
• Strong verbal and written communication skills in English.
• Experience in a Linux/Unix environment.
• Experience with the Elastic Stack preferred.

Responsibilities

• Provide expert level service to US Federal customers.
• Ensure issues are serviced within SLA and resolved.
• Maintain strong relationships with customers for technical support delivery.
• Drive continuous improvement of support processes and customer satisfaction.
• Collaborate with cross-cultural, distributed teams.

Skills

Confidentiality

Technical Support

System Administration

Network Engineering

Software Engineering

English Communication

Customer-oriented

Linux/Unix

Elastic Stack

Tools

Elastic Stack

Job description

Elastic, the Search AI Company, is seeking a Support Engineer to deliver expert technical support to US Federal customers. You will handle issues within SLA, maintain customer relationships, and collaborate with developers across distributed teams.

Role requires overnight shifts in US time zones, with a training period during US-East daytime hours. Background checks may be required, including vetting for Public Trust.