# Senior Support Engineer **Company**: Elastic **Location**: Bangalore, India **Experience**: senior **Job type**: full-time **Category**: IT **Industry**: Technology **Apply**: https://job-boards.greenhouse.io/elastic/jobs/8121805?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_80df0458-d93 ## 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. ## What is The Role Elastic’s Support team is unlike any other on Earth: while we are spread across 12 time zones and 15 countries, we operate as a unit, as a family. We are massively distributed yet lovingly intimate. The service we deliver is caring, empathetic, and human yet ambitious, direct, and comprehensive. ## What You Will Be Doing - 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 - 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 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 proven 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 ## What You Bring - 7+ 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; ## Bonus Points - Knowledge of databases or search software technologies - Experience with SaaS and/or Distributed systems - You are a Team player; the ability to work in a fast-paced environment with a positive and adaptable approach - Proven strong technical understanding of software products - Collaboration with Developer teams on escalation issues - Curiosity is key! You have already researched our products and possibly downloaded our stack to test it out - Networking - Server Administration - Wireshark or comparable packet analysis tool - Exposure to scripting (Shell, Python, etc.) - Experience with support tools and platforms like Salesforce, Zendesk and JIRA. ## 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. - 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 ## Skills ### Required - cloud-native technologies - container-based technologies - AWS - GCP - Azure - Kubernetes - Docker - Java - Linux - Windows - Networking - APIs - REST calls - web/application servers - troubleshooting - SSO - SAML - Active Directory ### Nice to have - databases - search software technologies - SaaS - Distributed systems - scripting - support tools and platforms --- Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/elastic/jobs/8121805?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)