Senior Support Engineer - US Federal

Job Description

Elastic is seeking a Senior Support Engineer to provide expert-level service to its US Federal customers. The Elastic Support team operates globally, emphasizing care, empathy, and collaboration with core developers. This role requires working four ten-hour US overnight shifts and involves a training period on US-East daytime hours before transitioning to the overnight schedule.What This Role Involves:

• Providing expert-level service to US Federal customers.
• Ensuring technical customer issues are resolved within contractual SLAs.
• Maintaining strong customer relationships.
• Continuously improving support processes and customer satisfaction.
• Collaborating across multi-cultural and geographically distributed teams.

What Candidate Should Bring:

• Proven experience in Technical Support in a technology business.
• A technical background in System Administration, Network Engineering, or Software Engineering.
• Strong verbal and written communication skills in English.
• A customer-oriented focus.
• Experience in a Linux/Unix environment.
• Experience with the Elastic Stack (preferred).

What Elastic Offers:

• Competitive pay.
• Health coverage for employee and family in many locations.
• Flexible locations and schedules for many roles.
• Generous vacation days.
• Matching for financial donations and service.
• Paid time each year to use toward volunteer projects.
• Parental leave.