Senior Support Engineer - Elastic

About Elastic

Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale. Used by more than 50% of the Fortune 500, our platform brings together the precision of search and the intelligence of AI to help organizations deliver on the promise of AI.

The Role

Elastic’s Support team is a distributed, global unit operating across 12 time zones. We are looking for a caring, empathetic, and ambitious Senior Support Engineer to join our family. You will work closely with core developers to solve complex technical challenges and provide world-class support to our customers.

What You Will Be Doing

• Ensure technical customer issues are resolved within contractual SLAs.
• Maintain strong relationships with customers through effective technical support.
• Resolve issues via telephone, email, chat, and remote access.
• Contribute to product documentation, knowledge bases, and best practices.
• Collaborate with multicultural, geographically distributed teams.
• Provide weekend on-call support (8-hour rotation).
• Develop subject matter expertise in key product features.
• Create lab environments to replicate and troubleshoot complex customer issues.
• Provide technical leadership in Elastic communities and Knowledge-Centered Service (KCS) methodology.

What You Bring

• 7+ years of experience in technical support, system administration, or related customer-facing roles.
• Strong technical background in systems administration, network engineering, or software engineering.
• Advanced hands-on experience with Java (JVMs), Linux/Windows, and Networking (LDAP, Load Balancers, Proxies, SSL).
• Proficiency in cloud-native technologies (AWS, GCP, Azure) and container orchestration (Kubernetes, Docker).
• Experience with APIs, REST calls, and web/application servers (Tomcat, Apache, NGINX, JBoss).
• Advanced troubleshooting skills in web technologies (HTML, CSS, JavaScript).
• Familiarity with SSO, SAML, and Active Directory.
• Excellent verbal and written communication skills in English.

Bonus Points

• Experience with databases or search technologies.
• Knowledge of SaaS or distributed systems.
• Familiarity with support tools like Salesforce, Zendesk, or JIRA.
• Experience with scripting (Shell, Python) and packet analysis tools (Wireshark).

Benefits

• Competitive pay.
• Health coverage for you and your family.
• Flexible locations and schedules.
• Generous annual vacation policy.
• Financial donation matching (up to $2,000) and 40 hours of volunteer time off.
• Minimum 16 weeks of parental leave.