Senior Support Engineer

Kubernetes Technical Support Customer Service Elastic Stack Cloud Technologies

Join Elastic, the Search AI Company, as a Technical Support Engineer and play a vital role in enabling users to find answers in real-time using their data  a member of our globally distributed yet tightly integrated Support team, you will provide expert‑level service to our customers, ensuring timely resolution of technical issues within contractual SLAs. You will foster strong customer relationships, drive continuous improvement in support processes and customer satisfaction, and collaborate with multi‑cultural teams.

Your contributions will extend to product documentation, knowledge base enhancement, and technical leadership within Elastic communities. You'll also create lab environments to replicate customer issues and communicate effectively with customers to gather information, provide diagnostic steps, and offer product guidance.

Requirements:

• 5+ years of experience in technical support or a related customer‑facing role.
• Experience with the Elastic Stack is preferred.
• Technical background in System Administration, Network Engineering, Software Engineering, or related fields.
• Customer‑oriented focus.
• Experience in a Linux/Unix environment.
• Strong understanding of cloud‑native and container‑based distributed systems like Kubernetes.
• Familiarity with cloud technologies such as AWS, GCP, Azure, and frameworks like Kubernetes and Docker.
• Understanding of the Product Lifecycle.
• Hands‑on experience with Java, Operational Systems (Linux and Windows), and Networks.
• Experience with APIs and REST calls.
• Experience with web/application servers.
• Advanced troubleshooting skills in web technology systems.
• Experience with SSO, SAML, Active Directory, etc.

Nice to Have:

• Knowledge of databases or search software technologies.
• Experience with SaaS and/or Distributed systems.
• Team player with a positive and adaptable approach.
• Strong technical understanding of software products.
• Experience collaborating with Developer teams on escalation issues.
• Curiosity and a proactive approach to learning our products.
• Competitive pay.
• Health coverage for you and your family.
• Flexible locations and schedules for many roles.
• Matching for financial donations and service.
• Paid time to volunteer.
• Parental leave.

Interested in this position? Please submit your resume and cover letter through the application portal.

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