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 — unleashing the potential of businesses and people.
The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter.
By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.
What is The Role.
We’re always on the search for amazing people.
People who have a deep passion for technology and are masters at their craft.
We build highly sophisticated distributed systems, and we don’t take our technology lightly.
At Elastic, you’ll have the opportunity to work in a vibrant young company next to some of the smartest and highly skilled technologists the industry has to offer.
We’re looking for great team players, but we also promote independence and ownership.
We’re hackers… The good kind.
The kind that innovates and creates cutting edge products that eventually translates to a lot of happy, smiling faces.
Elastic’s Support team is unlike any other on Earth.
while we are spread across 12 time zones and 15 countries, we operate as a unit, as a family.
We are massively distributed yet lovingly intimate.
The service we deliver is caring, empathetic, and human yet ambitious, direct, and comprehensive.
We don’t do it alone, as we are tightly integrated with our core developers in a way that is real, genuine, and never taken for granted.
Our team is a dream for someone seeking honest, hard work and rewards.
It is a nightmare for anyone afraid to ask questions or be questioned — always forward, never backward.
We are not trying to change the world, we already have.
We’re just waiting for everyone else to catch up.
We have our good days and our not so good days, and we face them together, as a family.
We listen.
We solve.
We guide.
We get it.
And we’re excited to bring on a new team member to love.
What You Will Be Doing.
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 What You Bring Along.
5+ years of proven experience in Technical Support in a Software business.
A technical background in fields like; Information Technology, Network Engineering, Software Engineering etc.
Highly collaborative, contributing to the success of a team through actions such as building and delivering training, leading or participating in initiatives/projects Strong verbal and written communication skills in English Customer oriented focus Knowledge of databases or search software technologies Experience with SaaS and/or Distributed systems Experience with Linux/Unix Experience with APIs Consistent track record of continued learning and skill improvement Experience with administering and/or troubleshooting Elastic products in a production environment Bonus Points.
Familiarity with Knowledge Centered-Services (KCS) Experience as a mentor or coach and/or in other aspects of team leadership Experience with Networking and/or Load Balancers Experience with Kubernetes Experience with Kafka / Message Brokering Experience with Elastic technology or related competing technologies across observability or Search #LI-PM1 Additional Information - We Take Care of Our People As a distributed company, diversity drives our identity.
Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life.
Your age is only a number.
It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.
We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.
Competitive pay based on the work you do here and not your previous salary Health coverage for you and your family in many locations Ability to craft your calendar with flexible locations and schedules for many roles Generous number of vacation days each year Increase your impact - We match up to $ (or local currency equivalent) for financial donations and service Up to 40 hours each year to use toward volunteer projects you love Embracing parenthood with minimum of 16 weeks of parental leave Different people approach problems differently.
We need that.
Elastic is an equal opportunity/affirmative action employer committed to diversity, equity, and inclusion.
Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.
We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals.
To request an accommodation during the application or the recruiting process, please email We will reply to your request within 24 business hours of submission.
Applicants have rights under Federal Employment Laws, view posters linked below.
Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster) Elasticsearch develops and distributes encryption software and technology that is subject to U.
.
export controls and licensing requirements for individuals who are located in or are nationals of the following sanctioned countries and regions.
Belarus, Cuba, Iran, North Korea, Russia, Syria, the Crimea Region of Ukraine, the Donetsk People’s Republic (“DNR”), and the Luhansk People’s Republic (“LNR”).
If you are located in or are a national of one of the listed countries or regions, an export license may be required as a condition of your employment in this role.
Please note that national origin and/or nationality do not affect eligibility for employment with Elastic.
Please see here for our Privacy Statement.
What Elastic Has to Offer Elastic is the company behind the Elastic Stack - Elasticsearch, Kibana, Beats, and Logstash.
From stock quotes to Twitter streams, Apache logs to WordPress blogs, Elastic helps people explore and analyze their data differently using the power of search.
Thousands of organizations worldwide, including Cisco, eBay, Goldman Sachs, Microsoft, The Mayo Clinic, NASA, The New York Times, Wikipedia, and Verizon, use Elastic to power mission-critical systems.
Elastic offers their employees benefits like.
401(k) / Retirement Plan Minimum 16 weeks of parental leave Health coverage & vision insurance Flexible locations & schedules Work from home policy Generous vacation time & paid holidays