Senior Support Engineer - Cloud, AI & Kubernetes

Elastic; United States; On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Competitive pay

Health coverage for you and family

Flexible locations & schedules

Generous vacation days

Donation matching

Volunteer hours

Parental leave

Job summary

Elastic, the Search AI Company, is seeking a senior technical support professional to service complex customer issues within contract SLAs. You will maintain trusted relationships, troubleshoot via multiple channels, and drive continuous improvement across global teams.

We value cloud-native expertise, distributed systems knowledge, and strong English communication. This role includes weekend on-call rotation and opportunities to influence product docs and best practices.

Qualifications

• 7+ years in technical support or customer-facing roles.
• Technical background in systems administration, networks, or software engineering.
• Strong English communication, customer-focused.
• Solid understanding of cloud-native and container-based distributed systems.

Responsibilities

• Resolve customer issues within SLA and drive to resolution.
• Maintain relationships for timely technical support delivery.
• Troubleshoot via phone, email, chat, or remote access.
• Contribute to knowledge base and best practices.
• Collaborate across multicultural, distributed teams.
• Provide weekend on-call support as part of rotation.

Skills

English communication

Cloud-native tech

Kubernetes

Docker

APIs & REST

Java/Linux/Windows

Networking/LDAP/SSL

SaaS & distributed systems

Tools

Salesforce

Zendesk

JIRA

Job description

Elastic, the Search AI Company, is seeking a senior technical support professional to service complex customer issues within contract SLAs. You will maintain trusted relationships, troubleshoot via multiple channels, and drive continuous improvement across global teams.

We value cloud-native expertise, distributed systems knowledge, and strong English communication. This role includes weekend on-call rotation and opportunities to influence product docs and best practices.