Senior Support Engineer

Elastic · Bangalore, India 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. We’re looking for a Senior Support Engineer to join our team. As a Senior Support Engineer, you will ensure technical customer issues are serviced within our contractual SLA and managed to resolution. You will maintain strong relationships with our customers for the delivery of technical support, resolve customer problems via telephone, email, chat or remote access, and have a mindset of continuous improvement in terms of the efficiency of support processes and customer satisfaction. Responsibilities: Ensure 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 Resolve 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 on one key product feature Work 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 Create lab environments to replicate customer issues Communicate tactfully with customers: gather information, provide diagnostic and resolution steps, convey process and product guidance Requirements: 5+ years of experience in technical support, system administration or related customer-facing role A technical background in systems administration, Network Engineering, Software Engineering, etc. Strong verbal and written communication skills in English A customer-oriented focus Good understanding of cloud-native and container-based technologies 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 Strong understanding of cloud-native and container-based distributed systems like Kubernetes 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; Benefits: 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 y