Senior Support Engineer

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About This Role

Elastic, known as the Search AI Company, is seeking a Senior Support Engineer to join its globally distributed organization in India. The company builds sophisticated distributed systems that combine search precision with artificial intelligence capabilities, serving a large portion of the Fortune 500. This role suits professionals who thrive in collaborative, multicultural environments and possess a deep passion for technology. Engineers in this position will work directly alongside core developers,…

Job Description

Responsibilities

• Handle technical customer issues within established contractual SLAs and drive them to resolution
• Resolve customer problems through telephone, email, chat, or remote access methods
• Collaborate across multicultural and geographically dispersed teams to enhance support efficiency and customer satisfaction
• Contribute to product documentation, customer knowledge bases, and best practices guides
• Take part in a weekend on-call support rotation lasting eight hours during regular work hours
• Develop subject matter expertise on a designated key product feature
• Analyze complex technical situations requiring evaluation of multiple variable factors
• Participate in organizational projects and initiatives designed to boost performance and customer experience
• Provide technical leadership utilizing Knowledge-Centered Service methodology
• Build lab environments to successfully replicate customer problems
• Communicate tactfully with customers to gather information and deliver diagnostic solutions

Requirements

• Between 5 and 7 years of experience in technical support, system administration, or a related customer-facing role
• Technical background in systems administration, network engineering, software engineering, or similar fields
• Strong verbal and written communication skills in English
• Customer-oriented mindset with strong problem-solving abilities
• Familiarity with cloud-native and container-based technologies including AWS, GCP, Azure, Kubernetes, and Docker
• Understanding of product lifecycles and future directions for supported product lines
• Hands-on generalist experience with Java virtual machines and components, operating systems like Linux and Windows, and networking protocols such as LDAP, load balancers, proxies, and SSL
• Experience working with APIs, REST calls, and web application servers including Tomcat, Apache, IIS, NGINX, and JBoss
• Advanced troubleshooting skills in web technology systems such as HTML, CSS, and JavaScript
• Familiarity with SSO, SAML, and Active Directory

Qualifications

• Knowledge of database technologies or search software
• Experience working with SaaS or distributed systems
• Familiarity with networking server administration and packet analysis tools like Wireshark
• Exposure to scripting languages such as Shell and Python
• Prior experience utilizing support platforms and tools including Salesforce, Zendesk, and JIRA

Core Skills

Benefits

• Competitive pay determined by job duties rather than previous salary
• Health coverage options for employees and their families in many locations
• Flexible schedules and locations for many roles
• Generous annual vacation day allowance
• Donation matching program up to $2000 or local currency equivalent
• Up to 40 hours per year dedicated to approved volunteer projects
• Minimum of 16 weeks of parental leave

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