Elastic · 2 weeks ago
Senior Support Engineer
United States
Full-time
Remote
Senior Level
$136K/yr - $215K/yr
5+ years expElastic, 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-level service to customers, ensuring technical issues are resolved efficiently and maintaining strong customer relationships.
AnalyticsCloud ComputingOpen SourceSaaSSearch EngineSoftware
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
Qualification
Required
5+ years of experience in technical support or related customer-facing role
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
Preferred
Experience with the Elastic Stack preferred
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
Benefits
Health coverage for you and your family in many locations
Generous number of vacation days each year
We match up to $2000 (or local currency equivalent) for financial donations and service
Up to 40 hours each year to use toward volunteer projects you love
Minimum of 16 weeks of parental leave
Company
Elastic
Elastic builds software to make data usable in real time and at scale for search, logging, security, and analytics use cases.
1001-5000 employees
H1B Sponsorship
Elastic has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2022 (2)
2021 (1)
Funding
Current Stage
Public CompanyTotal Funding
$162MKey Investors
New Enterprise AssociatesIndex VenturesBenchmark
2018-10-04IPO
2018-05-03Secondary Market
2016-07-01Series D· $58M
Leadership Team
Ashutosh Kulkarni
CEO
Shay Banon
Chief Technology Officer
Recent News
2025-12-29
2025-12-10
Company data provided by crunchbase