Senior Support Engineer (Japanese Speaker)

at  Elastic

Elastic is a free and open search company that powers enterprise search, observability, and security solutions built on one technology stack that can be deployed anywhere. From finding documents to monitoring infrastructure to hunting for threats, Elastic makes data usable in real-time and at scale. Thousands of organizations worldwide, including Barclays, Cisco, eBay, Fairfax, ING, Goldman Sachs, Microsoft, The Mayo Clinic, NASA, The New York Times, Wikipedia, and Verizon, use Elastic to power mission-critical systems. Founded in 2012, Elastic is a distributed company with Elasticians around the globe. Learn more at elastic.co.
At Elastic, we have a simple goal: to solve the world’s data problems with products that delight and inspire. As the company behind the popular open source projects — Elasticsearch, Kibana, Logstash, and Beats — we help people around the world do great things with their data. From stock quotes to Twitter streams, Apache logs to WordPress blogs, our products are extending what’s possible with data, delivering on the promise that good things come from connecting the dots. Diversity drives our vibe. We unite employees across 30+ countries into one coherent team, while the broader community spans across over 100 countries.

• 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
• Resolves customer problems via telephone, email, chat or remote access.
• Have a mindset of continuous improvement in terms of the efficiency of support processes and customer satisfaction
• Work across multicultural and geographically distributed teams
• Contribute to product documentation, customer knowledge base, and best practices guides
• Continuously improve processes and tools in collaboration with the team
• Provide weekend on-call support for the team rotation (8 hours during regular work hours)
• Develop subject matter expertise one key product feature
• Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.
• Take part in organizational projects, programs and/or business initiatives using demonstrated creativity and ingenuity to improve performance and customer experience.
• 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