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.

Elastic’s Support team is unlike any other on Earth: while we are spread across more than 12 time zones and 28 countries, we operate as a unified unit. We are massively distributed yet close‑knit. The service we deliver is caring, empathetic, and human, yet ambitious, direct, and comprehensive. We work tightly with core developers to provide real, genuine support. The team is a dream for anyone who seeks honest hard work and rewards, and a nightmare for those afraid to ask questions or be questioned—always forward, never backward.

• Providing an expert level of service to our customers
• Ensuring technical customer issues are serviced within our contractual SLA and managed to resolution
• Maintaining strong relationships with our customers for the delivery of technical support
• Having a mindset of continuous improvement in terms of efficiency of support processes and customer satisfaction
• Working across multi‑cultural and geographically distributed teams
• Contributing to product documentation, customer knowledge base, and best‑practice guides
• Providing technical leadership in Elastic communities and Knowledge‑Centered Service methodology and process
• Creating lab environments to replicate customer issues
• Communicating tactfully with customers: gathering information, providing diagnostic and resolution steps, and conveying product guidance

• 5+ years of experience in technical support or a related customer‑facing role
• Experience with the Elastic Stack preferred
• A technical background in fields such as System Administration, Network Engineering, or Software Engineering
• A customer‑oriented focus
• Experience in a Linux/Unix environment
• Strong understanding of cloud‑native and container‑based distributed systems such as Kubernetes
• Experience with cloud technologies such as AWS, GCP, Azure, and frameworks such as Docker
• Understanding of the product lifecycle and future direction for the supported products
• Advanced hands‑on generalist experience with Java (JVMs & components), operating systems (Linux & Windows), and networks (LDAP, load balancers, proxies, SSL)
• Experience with APIs and REST calls
• Experience with web/application servers (Tomcat, Apache, IIS, NGINX, Jboss)
• Advanced troubleshooting skills in web technology systems (HTML, CSS, Java script)
• Experience with SSO, SAML, Active Directory, etc.

• Knowledge of databases or search software technologies
• Experience with SaaS and/or distributed systems
• You are a team player; able 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

As a distributed company, diversity drives our identity. Whether you’re launching a new career or growing an existing one, Elastic balances great work with great life. You don’t need a specific age or background—you need to be able to do the job. We strive to provide parity of benefits across regions while respecting local regulations.

• Competitive pay based on the work you do here, not your previous salary
• Health coverage for you and your family in many locations
• Flexible locations and schedules for many roles
• Generous number of vacation days each year
• Matching up to $2,000 for financial donations and service
• Up to 40 hours each year to use toward volunteer projects you love
• Parenthood support…