Senior Support Engineer

ElasticSearch Inc. • Seattle, WA • 1d ago

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.
What is The Role:
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 unit. We are massively distributed yet lovingly intimate. The service we deliver is caring, empathetic, and human yet ambitious, direct, and comprehensive. We don't do it alone, as we are tightly integrated with our core developers in a way that is real, genuine, and never taken for granted. Our team is a dream for someone seeking honest, hard work and rewards. It is a nightmare for anyone afraid to ask questions or be questioned - always forward, never backward. We are not trying to change the world, we already have. We're just waiting for everyone else to catch up. We have our good days and our not so good days, and we face them together, as a team. We listen. We solve. We guide. We get it. And we're excited to bring on a new team member to love.
What You Will Be Doing:
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
What You Bring:
5+ years of experience in technical support or related customer-facing role
Experience with the Elastic Stack preferred
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.
Bonus Points:
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
Additional Informati

Similar Jobs

Data Engineer

Microsoft Corporation • Redmond, WA • 36min ago

IT & Engineering

Overview With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated custom...

36min ago

Go to Apply

Ground Software Engineer II - Lunar Permanence

Blue Origin LLC • Seattle, WA • 37min ago

IT & Engineering

Application close date: Applications will be accepted on an ongoing basis until the requisition is closed. At Blue Origin, we envision millions of people living and working in space for the benefit of Earth. We're workin...

37min ago

Go to Apply

Full Stack Software Engineer

Adobe Inc. • Seattle, WA • 38min ago

IT & Engineering

Our Company Changing the world through digital experiences is what Adobe's all about. We give everyone-from emerging artists to global brands-everything they need to design and deliver exceptional digital experiences! We...

38min ago

Go to Apply

Software Engineering IC4

Microsoft Corporation • Redmond, WA • 39min ago

IT & Engineering

Overview We are looking to expand our team of Software Engineers (SWEs), that enables the success of Microsoft solutions for our Commercial & Enterprise customers. The Software Engineer II - Windows Debugging will be...

39min ago

Go to Apply

Software Development Engineer 4, Android

Adobe Inc. • Seattle, WA • 40min ago

IT & Engineering

40min ago

Go to Apply

Software Development Engineer 3, Android

Adobe Inc. • Seattle, WA • 40min ago

IT & Engineering

40min ago

Go to Apply

Senior Safety Methods Engineer

System One • Bellevue, WA • 48min ago

IT & Engineering

Job Title: Senior Safety Methods Engineer Location: Bellevue, WA (local candidates only) Type: Contract (yearlong) typically extends on a yearly basis Compensation: $69 - $115 hourly Contractor Work Model: Onsite Paid ho...

48min ago

Go to Apply

Sr. Backend Python Engineer

UST Global Inc • Bellevue, WA • 51min ago

IT & Engineering

Role description We are still looking for the very Top Talent...and we would be delighted if you were to join our team! More in details, UST is a multinational company based in North America, certified as a Top Employer...

51min ago

Go to Apply

Data Engineering II

Microsoft Corporation • Redmond, WA • 55min ago

IT & Engineering

Overview Data Engineer II The Cloud & AI organization accelerates Microsoft's mission and bold ambitions to ensure that our company and industry is securing digital technology platforms, devices, and clouds in our cu...

55min ago

Go to Apply

Machine Learning Engineer, Search Relevance

Amazon • Seattle, WA • 56min ago

IT & Engineering

Description The Sponsored Products and Brands team at Amazon Ads is re-imagining the advertising landscape through generative AI technologies, revolutionizing how millions of customers discover products and engage with b...

56min ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.