Support Engineer

What is The Role: Support Engineer at Elastic

Elastic's Support team is truly unique, operating as a unified unit despite being spread across more than 12 time zones and 28 countries. We are committed to delivering customer-centric support, grounded in deep technical expertise, and focused on achieving positive outcomes. Our approach combines genuine care for our customers with direct communication, high standards, and a dedication to thorough problem-solving.

This team thrives on curiosity, accountability, and continuous improvement. We seek engineers who ask thoughtful questions, challenge assumptions, and are open to being challenged in return. We prioritize progress, learning from every experience, and constantly raising the bar in our interactions. We operate in a fast-paced, evolving environment, tackling successes and setbacks as a cohesive team. We are excited to welcome a Support Engineer who is motivated by creating meaningful impact, collaborating effectively, and delivering exceptional customer experiences.

What You Will Be Doing:

• Providing an expert level of service to our EMEA customers.
• Ensuring technical customer issues are serviced within our contractual SLA and managed to resolution.
• Documenting and sharing your knowledge with the rest of the organization and our customers, applying Knowledge Centered-Services (KCS) methodology.
• Cultivating a mindset of continuous improvement, both in terms of efficiency of support processes and customer satisfaction.
• Working effectively across multi-cultural and geographically distributed teams.

What You Bring:

• 3+ years of proven experience in Technical Support within a Software business.
• A strong technical background in fields such as Information Technology, Network Engineering, or Software Engineering.
• A "Customer First" mindset.
• Excellent team player skills; ability to work effectively in a fast-paced environment with a positive and adaptable approach.
• Knowledge of databases (SQL / No SQL) or search software technologies.
• Experience with SaaS and/or Distributed systems.
• Proficiency with Linux/Unix.
• Experience with APIs.
• Familiarity with Knowledge Centered-Services (KCS).
• Highly collaborative, contributing to team success through active participation in initiatives and projects.
• Professional working proficiency in English (level C1+).
• Effective verbal and written communication skills.

Bonus Points:

• Experience with administering and/or troubleshooting Elastic products in a production environment.
• Experience with Networking and/or Load Balancers.
• Experience with Kubernetes.
• Experience with Message Brokering (e.g., Kafka).
• Professional working proficiency in German or French.
• A strong sense of curiosity, demonstrated by researching Elastic products and potentially testing out our stack.

Key skills/competency:

• Technical Support
• Customer Service
• SaaS
• Distributed Systems
• Linux/Unix
• APIs
• SQL/NoSQL Databases
• Knowledge Centered-Services (KCS)
• Troubleshooting
• Problem Solving