Senior Support Engineer - US Federal
elastic
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Benefits offered by this job
Job summary
Qualifications
- Proven experience in Technical Support in a technology business.
- Strong verbal and written communication skills in English.
- Ability to operate in a small team and handle confidentiality.
Responsibilities
- Provide expert-level service to US Federal customers.
- Ensure technical customer issues are resolved within contractual SLAs.
- Maintain strong customer relationships for technical support.
Skills
Tools
Job description
Technical Support Customer Service Elastic Stack Linux/Unix US Federal
Join Elastic, the Search AI Company, as a Support Engineer and help users find answers in real-time using their data at scale. As part of our Support team, you'll provide expert-level service to our US Federal customers, ensuring technical issues are resolved within contractual SLAs. You'll maintain strong customer relationships, strive for continuous improvement in support processes and customer satisfaction, and collaborate within multi-cultural, geographically distributed teams.
This role requires working four ten-hour US overnight shifts (Sunday to Wednesday or Wednesday to Saturday) with hours from 4 PM to 2 AM or 1 AM to 11 AM (EST). Training will be conducted during US-East daytime hours for three to six months before transitioning to overnight shifts. A commitment of 18 months to this shift is expected before consideration for other positions.
- Providing an expert level of service to our US Federal customers
- Ensuring technical customer issues are serviced within our contractual SLA and managed to resolution
- Maintaining strong relationships with our customers for the delivery of technical support
- Having a mindset of continuous improvement, in terms of efficiency of support processes and customer satisfaction
- Working across multi-cultural and geographically distributed teams
- Ability to operate in a small team and with an eye for confidentiality
- Proven experience in Technical Support in a technology business
- A technical background in fields like System Administration, Network Engineering, Software Engineering, etc.
- Strong verbal and written communication skills in English
- A customer-oriented focus
- Experience in a Linux/Unix environment
- Experience with the Elastic Stack preferred
- Experience supporting US Government entities in some capacity
- Knowledge of databases or search software technologies
- Experience with SaaS and/or Distributed systems
- Team player with a positive and adaptable approach in a fast-paced environment
- Proven strong technical understanding of software products
- Experience collaborating with Developer teams on escalation issues
- Curiosity and prior exploration of our products
- Competitive pay
- Health coverage for you and your family in many locations
- Flexible locations and schedules for many roles
- Generous vacation days
- Matching for financial donations and service
- Volunteer time off
- Parental leave
- Typical Starting Range: $113,100 - $178,900 USD
- Select Locations (Seattle WA, Los Angeles CA, San Francisco Bay Area CA, New York City Metro Area): $135,900 - $215,100 USD
Interested in this position? Please submit your resume and cover letter through the application portal.
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