# Senior Support Engineer - 3rd Shift

**Company**: Elastic
**Location**: United States
**Experience**: senior
**Job type**: full-time
**Salary**: $113,100-$178,900 USD
**Category**: Engineering
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/elastic/jobs/8243234?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_8fc716e9-eb0

## 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 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 operates across more than 12 time zones and 28 countries as a unit. The service delivered is caring, empathetic, and human yet ambitious, direct, and comprehensive.

The role requires working four ten-hour US overnight shifts either Sunday-Wednesday or Wednesday-Saturday. For training purposes, the selected candidate will work during the day US-East for three to six months before changing to overnight shifts.

## Responsibilities

- Provide an expert level of service to US Federal customers

- Ensure technical customer issues are serviced within contractual SLA and managed to resolution

- Maintain strong relationships with customers for technical support delivery

- Have a mindset of continuous improvement in terms of efficiency of support processes and customer satisfaction

- Work across multi-cultural and geographically distributed teams

## Requirements

- Ability to operate in a small team with an eye for confidentiality

- Proven experience in Technical Support in technology businesses

- Technical background in fields like System Administration, Network Engineering, Software Engineering

- Strong verbal and written communication skills in English

- Customer-oriented focus

- Experience in a Linux/Unix environment

- Experience with the Elastic Stack preferred

## Bonus Points

- Experience supporting US Government entities

- Knowledge of databases or search software technologies

- Experience with SaaS and/or Distributed systems

- Team player with 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!

## Compensation

The typical starting salary range for this role is $113,100-$178,900 USD. In select locations, an alternate range may apply: $135,900-$215,100 USD.

## Benefits

- Competitive pay

- Health coverage for you and your family

- Flexible locations and schedules

- Generous number of vacation days

- Company-matched 401k with dollar-for-dollar matching up to 6% of eligible earnings

- Up to 40 hours each year to use toward volunteer projects

- Minimum of 16 weeks of parental leave

## Skills

### Required
- Technical Support
- System Administration
- Network Engineering
- Software Engineering
- Linux/Unix
- English

### Nice to have
- Elastic Stack
- databases
- search software technologies
- SaaS
- Distributed systems

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/elastic/jobs/8243234?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)