Senior Support Engineer

Job Description

Elastic is seeking a Senior Support Engineer to join their team in Bangalore, India. The company empowers users to find answers using their data at scale with the Elastic Search AI Platform. The ideal candidate will possess a passion for technology and a dedication to providing exceptional customer service.

The Senior Support Engineer will be responsible for ensuring technical customer issues are resolved within contractual SLAs and maintaining strong customer relationships. This role involves working across multicultural and geographically distributed teams, contributing to product documentation, and continuously improving support processes.

Responsibilities:

• Ensuring technical customer issues are serviced within SLA
• Maintaining strong customer relationships
• Resolving customer problems via various channels
• Improving support processes and customer satisfaction
• Contributing to documentation and knowledge base
• Providing weekend on-call support
• Developing subject matter expertise
• Taking part in organizational projects
• Providing technical leadership in Elastic communities
• Creating lab environments to replicate customer issues
• Communicating effectively with customers

Requirements:

• 7+ years of experience in technical support, system administration, or related customer-facing role
• Technical background in systems administration, Network Engineering, Software Engineering, etc
• Strong verbal and written communication skills in English
• Customer-oriented focus
• Good understanding of cloud-native and container-based technologies
• Experience with cloud technologies (AWS, GCP, Azure) and frameworks (Kubernetes, Docker)
• Understanding of the Product Lifecycle
• Advanced hands-on experience with Java, Operational Systems, Networks, APIs, web/application servers, and web technology systems
• Experience with SSO, SAML, Active Directory, etc.

The role offers:

• Competitive pay
• Health coverage
• Flexible locations and schedules for many roles
• Generous vacation days
• Matching for financial donations and service
• Parental leave