Senior Support Engineer - 3rd Shift

Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale. 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 results.

About the Role

Elastic’s Support team is spread across more than 12 time zones and 28 countries, operating as a unit to deliver empathetic, comprehensive, and high-impact technical support.

Shift Requirement: Candidates hired under this listing are required to work four ten-hour US overnight shifts (3rd Shift), either Sunday–Wednesday or Wednesday–Saturday.

Note: For training purposes, the selected candidate will work during US-East day hours for the first 3 to 6 months before moving to overnight shifts. Candidates are expected to work this shift for 18 months prior to consideration for other internal roles. Candidates must be willing to undergo US Government background checks, potentially including vetting for Public Trust.

What You Will Be Doing

• Provide an expert level of technical support to US Federal customers.
• Ensure technical issues are serviced within contractual SLAs and managed through to resolution.
• Maintain strong relationships with customers to ensure successful support delivery.
• Drive continuous improvement in support processes and customer satisfaction.
• Collaborate across multi-cultural and geographically distributed engineering teams.

Qualifications

• Proven experience in Technical Support within technology businesses.
• Strong technical background in fields such as System Administration, Network Engineering, or Software Engineering.
• Hands-on experience working in a Linux/Unix environment.
• Strong verbal and written communication skills in English.
• Customer-oriented mindset with an eye for security and confidentiality.
• Experience with the Elastic Stack is preferred.

Bonus Points

• Experience supporting US Government entities.
• Knowledge of databases or search technologies.
• Experience with SaaS and/or distributed systems.
• Proven track record collaborating with developer teams on issue escalations.
• Curiosity and hands-on experience experimenting with the Elastic Stack.

Compensation & Benefits

• Starting Base Salary Range: $113,100 — $178,900 USD (Standard) / $135,900 — $215,100 USD (Select high cost-of-living areas).
• Stock Program: Eligible to participate in Elastic's stock program.
• Retirement: 401(k) with dollar-for-dollar company match up to 6% of eligible earnings.
• Health Coverage: Comprehensive health coverage for you and your family.
• Time Off & Leave: Generous vacation days plus a minimum of 16 weeks of paid parental leave.
• Giving Back: Up to $2,000 in matching financial donations/service and 40 hours per year of paid volunteer time.