Senior Support Engineer - US Federal

elastic; New York (NY); Presencial; USD 113.100 - 178.900; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive pay

Health coverage for family

Flexible schedules

Generous vacation days

Volunteer time off

Parental leave

Descripción de la vacante

A leading search technology company is seeking a Support Engineer for their team in New York. This role involves providing expert-level technical support to US Federal customers, ensuring issues are resolved promptly and maintaining strong customer relationships. Candidates should have a technical background in fields like System Administration, experience with the Elastic Stack, and strong communication skills. The position requires a commitment to working overnight shifts for an 18-month period with competitive pay and benefits.

Formación

• 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.

Responsabilidades

• Provide expert-level service to US Federal customers.
• Ensure technical customer issues are resolved within contractual SLAs.
• Maintain strong customer relationships for technical support.

Conocimientos

Technical Support Experience

Strong Communication Skills

Customer-Oriented Focus

Linux/Unix Experience

Herramientas

Elastic Stack

Descripción del empleo

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.

What You Will Be Doing

• 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

What You Bring

• 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

Bonus Points

• 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

Benefits

• 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

Salary Ranges

• 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

How to Apply

Interested in this position? Please submit your resume and cover letter through the application portal.