Senior Support Engineer

elastic.io

New York (NY)

Hybrid

USD 80,000 - 100,000

Full time

14 days+

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Benefits offered by this job

Competitive pay

Health coverage for you and your family

Flexible locations and schedules

Paid time to volunteer

Parental leave

Job summary

A leading search AI company is looking for a Technical Support Engineer to enable users to find insights using their data at scale. The role involves providing expert service to customers, resolving technical issues, and driving improvements in customer satisfaction. Candidates should have 5+ years in technical support, familiarity with Elastic Stack, and strong skills in cloud technologies. This position is an opportunity to work in a dynamic environment with flexible locations and schedules, perfect for those eager to contribute to customer success.

Qualifications

Must have 5+ years of experience in technical support or a related customer-facing role.
Experience with the Elastic Stack preferred.
Customer-oriented focus necessary.
Strong understanding of cloud-native systems like Kubernetes required.

Responsibilities

Provide expert-level service to customers.
Resolve technical issues within contractual SLAs.
Drive continuous improvement in support processes.
Create lab environments to replicate customer issues.

Skills

5+ years of experience in technical support

Experience with the Elastic Stack

Technical background in System Administration

Customer-oriented focus

Experience in a Linux/Unix environment

Understanding of cloud-native systems like Kubernetes

Familiarity with cloud technologies such as AWS

Hands-on experience with Java

Advanced troubleshooting skills

Experience with APIs and REST calls

Tools

Kubernetes

Docker

Job description

Kubernetes Technical Support Customer Service Elastic Stack Cloud Technologies

Join Elastic, the Search AI Company, as a Technical Support Engineer and play a vital role in enabling users to find answers in real-time using their data at scale. As a member of our globally distributed yet tightly integrated Support team, you will provide expert‑level service to our customers, ensuring timely resolution of technical issues within contractual SLAs. You will foster strong customer relationships, drive continuous improvement in support processes and customer satisfaction, and collaborate with multi‑cultural teams. Your contributions will extend to product documentation, knowledge base enhancement, and technical leadership within Elastic communities. You'll also create lab environments to replicate customer issues and communicate effectively with customers to gather information, provide diagnostic steps, and offer product guidance.

Requirements:

5+ years of experience in technical support or a related customer‑facing role.
Experience with the Elastic Stack is preferred.
Technical background in System Administration, Network Engineering, Software Engineering, or related fields.
Customer‑oriented focus.
Experience in a Linux/Unix environment.
Strong understanding of cloud‑native and container‑based distributed systems like Kubernetes.
Familiarity with cloud technologies such as AWS, GCP, Azure, and frameworks like Kubernetes and Docker.
Understanding of the Product Lifecycle.
Hands‑on experience with Java, Operational Systems (Linux and Windows), and Networks.
Experience with APIs and REST calls.
Experience with web/application servers.
Advanced troubleshooting skills in web technology systems.
Experience with SSO, SAML, Active Directory, etc.

Nice to Have: