Senior Support Engineer

Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale. The Senior Support Engineer will provide expert technical support to customers, ensuring issues are resolved efficiently and maintaining strong customer relationships.

Responsibilities:

• Providing an expert level of service to our customers
• Ensuring technical customer issues are serviced within our contractual SLA, and managed to resolution
• Maintain strong relationships with our customers for the delivery of technical support
• Have a mindset of continuous improvement, in terms of efficiency of support processes and customer satisfaction
• Work across multi-cultural and geographically distributed teams
• Contribute to product documentation, customer knowledge base, and best practices guides
• Provide technical leadership in Elastic communities and Knowledge-Centered Service methodology and process
• Creation of lab environments to replicate customer issues
• Communicate tactfully with customers: gather information, provide diagnostic and resolution steps, convey process and product guidance

Requirements:

• 5+ years of experience in technical support or related customer-facing role
• Experience with the Elastic Stack preferred
• A technical background in fields like: System Administration, Network Engineering, Software Engineering, etc
• A customer-oriented focus
• Experience in a Linux/Unix environment
• Strong understanding of cloud-native and container-based distributed systems like Kubernetes
• Cloud technologies such as AWS, GCP, Azure and frameworks such as Kubernetes and Docker
• Understand the Product Lifecycle and future direction for the supported products or product line
• Advanced level of hands-on generalist experience at: Java (e.g. JVMs & components), Operational Systems (e.g. Linux and Windows), Networks (e.g. LDAP, Load Balancers, Proxies, SSL)
• Experience with APIs and REST calls
• Experience with web/application servers (e.g. Tomcat, Apache, IIS, NGINX, Jboss)
• Advanced troubleshooting skills in web technology systems (e.g. HTML, CSS, Javascript)
• Experience with SSO, SAML, Active Directory, etc
• Knowledge of databases or search software technologies
• Experience with SaaS and/or Distributed systems
• You are a team player; ability to work in a fast-paced environment with a positive and adaptable approach
• Proven strong technical understanding of software products
• Collaboration with Developer teams on escalation issues
• Curiosity is key! You have already researched our products and possibly downloaded our stack to test it out