Senior Support Engineer

Senior Support Engineer at Elastic

Elastic, the Search AI Company, empowers individuals and businesses to find crucial answers in real-time by leveraging all their data at scale. The Elastic Search AI Platform, trusted by over 50% of Fortune 500 companies, combines the precision of search with the intelligence of AI to accelerate impactful results. Offering complete, cloud-based solutions for search, security, and observability, Elastic helps organizations harness structured and unstructured data, secure private information, and deliver on the promise of AI.

Elastic's Support team is a uniquely distributed yet intimately connected unit, operating across more than 12 time zones and 28 countries. We deliver caring, empathetic, and human service, yet remain ambitious, direct, and comprehensive. Our strong integration with core developers fosters genuine collaboration. This team thrives on honest, hard work, continuous learning, and mutual support, always moving forward together.

What You Will Be Doing

• Providing an expert level of service to our 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.
• Contributing to product documentation, customer knowledge base, and best practices guides.
• Providing technical leadership in Elastic communities and Knowledge-Centered Service methodology and process.
• Creating lab environments to replicate customer issues.
• Communicating tactfully with customers: gathering information, providing diagnostic and resolution steps, and conveying process and product guidance.

What You Bring

We are looking for a candidate with the following qualifications:

• 5+ years of experience in technical support or a related customer-facing role.
• Experience with the Elastic Stack is preferred.
• A strong technical background in fields such as System Administration, Network Engineering, or Software Engineering.
• A customer-oriented focus.
• Proficiency in a Linux/Unix environment.
• Strong understanding of cloud-native and container-based distributed systems like Kubernetes.
• Experience with cloud technologies such as AWS, GCP, Azure, and frameworks like Kubernetes and Docker.
• Understanding of the Product Lifecycle and future direction for supported products.
• Advanced level of hands-on generalist experience with: Java (e.g., JVMs & components), Operational Systems (e.g., Linux and Windows), and 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.

Bonus Points

• Knowledge of databases or search software technologies.
• Experience with SaaS and/or Distributed systems.
• A team player with 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, demonstrated by researching and testing Elastic products.

Key skills/competency

• Technical Support
• Elastic Stack
• Customer Service
• Linux/Unix
• Kubernetes
• Cloud Platforms (AWS, GCP, Azure)
• Java/JVM
• Troubleshooting
• APIs/REST
• Network Protocols (SSL, LDAP)