Senior Support Engineer - US Federal

Elastic; United States; Remote; USD 113,000 - 179,000; Full time

Job summary

A leading technology company is seeking a Senior Support Engineer for US Federal clients. This role involves providing expert technical support, ensuring customer satisfaction, and collaborating with diverse teams. Candidates should have experience in technical support and strong communication skills. The position requires working overnight shifts and offers competitive compensation and benefits.

Benefits

Stock Options

401k Matching

Health Coverage

Flexible Schedules

Generous Vacation

Parental Leave

Qualifications

• Experience in technical support within tech companies.
• Background in System Administration, Network Engineering, Software Engineering.

Responsibilities

• Providing expert-level service to US Federal customers.
• Ensuring issues are serviced within contractual SLA.
• Collaborating across multicultural and distributed teams.

Skills

Technical Support

Communication

Customer-oriented Focus

Education

Bachelor's Degree

Tools

Linux/Unix

Elastic Stack

Job description

Join to apply for the Senior Support Engineer - US Federal role at Elastic.

Elastic, the Search AI Company, enables everyone to find answers in real time using all their data, at scale — unleashing potential for businesses and individuals. The Elastic Search AI Platform, used by over 50% of the Fortune 500, combines search precision with AI intelligence to accelerate impactful results. It handles structured and unstructured data, secures private information, and offers cloud-based solutions for search, security, and observability, helping organizations realize AI's promise.

What is the Role

Elastic’s Support team is uniquely distributed across 12+ time zones and 28 countries, functioning as a cohesive unit. We deliver caring, empathetic, and comprehensive support, closely integrated with our core developers. We seek honest, hardworking individuals who thrive on questions, continuous improvement, and teamwork. We face challenges together, listening, solving, and guiding.

Support Engineers hired under this listing will work four 10-hour US overnight shifts, either Sunday to Wednesday or Wednesday to Saturday, with hours of 4 PM to 2 AM or 1 AM to 11 AM (EST). During training, candidates will work US-East daytime hours for 3-6 months before transitioning to overnight shifts, expected to work these hours for 18 months before considering other roles.

What You Will Be Doing

• Providing expert-level service to US Federal customers
• Ensuring issues are serviced within contractual SLA and managed to resolution
• Maintaining strong customer relationships for technical support delivery
• Continuously improving support processes and customer satisfaction
• Collaborating across multicultural and distributed teams

What You Bring

• Ability to work in small teams with confidentiality
• Experience in technical support within tech companies
• Background in System Administration, Network Engineering, Software Engineering, etc.
• Strong English verbal and written communication skills
• Customer-oriented focus
• Experience in Linux/Unix environments
• Experience with Elastic Stack is a plus

Bonus Points

• Experience supporting US Government entities
• Knowledge of databases or search software technologies
• Experience with SaaS and distributed systems
• Team player with adaptability in fast-paced environments
• Strong technical understanding of software products
• Experience collaborating with developer teams on escalations
• Curiosity about our products and testing our stack

Compensation is in base salary; no variable component. The typical salary range is:

• $113,100—$178,900 USD
• In select locations (Seattle, LA, SF Bay Area, NYC): $135,900—$215,100 USD

Salary depends on education, experience, skills, location, and performance. Elastic offers stock options, 401k matching, and other benefits focused on well-being.

Additional Information - We Take Care Of Our People

As a distributed company, we value diversity and inclusive benefits, including competitive pay, health coverage, flexible schedules, generous vacation, charitable matching, volunteer time, and parental leave. We are committed to equal opportunity and creating an accessible environment. To request accommodations, email [e-mail].

Applicants are protected under various federal laws. Our software complies with U.S. export controls, and eligibility may vary based on country or nationality.

Job Details

• Seniority level: Not Applicable
• Employment type: Full-time
• Job function: Information Technology
• Industries: Technology, Internet