Senior Support Engineer at Elastic

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

03 Mar, 26

Salary

0.0

Posted On

03 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Information Technology, Network Engineering, Software Engineering, Customer First Mindset, Communication Skills, Knowledge Centered-Services, Databases, SaaS, Distributed Systems, Linux, APIs, Elastic Products, Collaboration, Networking, Kubernetes

Industry

Software Development

Description

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. We are requiring the Support Engineer hired for this position to work Tuesday-Saturday, during European business hours (8am-6pm CET). For training purposes, the selected candidate will work Monday-Friday, for approximately six months before changing to the Tuesday-Saturday shift. This position also requires working from our Bangalore office 1-2 times a month. What You Will Be Doing Providing an expert level of service to our EMEA 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 What You Bring 5+ years of proven experience in Technical Support in a Software business. A technical background in fields like; Information Technology, Network Engineering, Software Engineering etc. A "Customer First" mindset You are a team player; ability to work in a fast paced environment with a positive and adaptable approach Strong verbal and written communication skills in English Familiarity with Knowledge Centered-Services (KCS) Knowledge of databases or search software technologies Experience with SaaS and/or Distributed systems Experience with Linux/Unix Experience with APIs Proven track record of continued learning and skill improvement Experience with administering and/or troubleshooting Elastic products in a production environment Highly collaborative, contributing to the success of a team through actions such as building and delivering training, leading or participating in initiatives/projects Bonus Points Experience with Networking and/or Load Balancers Experience with Kubernetes Experience with Kafka / Message Brokering Curiosity is key! You have already researched our products and possibly downloaded our stack to test it out #LI-AS3 Additional Information - We Take Care of Our People As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do. We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do. Competitive pay based on the work you do here and not your previous salary Health coverage for you and your family in many locations Ability to craft your calendar with flexible locations and schedules for many roles Generous number of vacation days each year Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service Up to 40 hours each year to use toward volunteer projects you love Embracing parenthood with minimum of 16 weeks of parental leave Different people approach problems differently. We need that. Elastic is an equal opportunity employer and is committed to creating an inclusive culture that celebrates different perspectives, experiences, and backgrounds. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation. We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email candidate_accessibility@elastic.co. We will reply to your request within 24 business hours of submission. Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster) Elasticsearch develops and distributes encryption software and technology that is subject to U.S. export controls and licensing requirements for individuals who are located in or are nationals of the following sanctioned countries and regions: Belarus, Cuba, Iran, North Korea, Russia, Syria, the Crimea Region of Ukraine, the Donetsk People’s Republic (“DNR”), and the Luhansk People’s Republic (“LNR”). If you are located in or are a national of one of the listed countries or regions, an export license may be required as a condition of your employment in this role. Please note that national origin and/or nationality do not affect eligibility for employment with Elastic. Please see here for our Privacy Statement.

Responsibilities

Provide expert-level service to EMEA customers and ensure technical issues are resolved within contractual SLAs. Maintain strong customer relationships and continuously improve support processes.