Senior Support Engineer

Overview

Senior Support Engineer on Elastic's distributed Support team, resolving technical customer issues within contractual SLAs while partnering closely with core developers.

What you'll do

• Ensure technical customer issues are serviced within the contractual SLA and managed to resolution.
• Maintain strong relationships with customers for the delivery of technical support.
• Resolve customer problems via telephone, email, chat or remote access.
• Continuously improve 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).
• Work on complex issues requiring in-depth evaluation of variable factors.
• Develop subject matter expertise in one key product feature.
• Take part in organizational projects, programs and/or business initiatives 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'll need

• 5+ years of experience in technical support, system administration or related customer-facing role (7+ years for C6).
• 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.
• Understanding of 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), operating 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.
• Networking, server administration, and Wireshark or comparable packet analysis tool.
• Exposure to scripting (Shell, Python, etc.).
• Experience with support tools and platforms like Salesforce, Zendesk and JIRA.
• Team player with 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, including having researched the products and possibly downloaded the stack to test it.

Nice to have

• Knowledge of databases or search software technologies.
• Experience with SaaS and/or distributed systems.

Details

• Location: Bangalore, India.
• Weekend on-call support rotation (8 hours during regular work hours).