Senior Support Engineer

About the role

Elastic, the Search AI company, is hiring a Senior Support Engineer in Singapore. The Support team is distributed across 12 time zones and 15 countries and works closely with its core developers. The engineer resolves technical customer issues, builds strong customer relationships and contributes to product documentation and knowledge bases.

Key responsibilities

• Service technical customer issues within contractual SLAs and manage them to resolution
• Maintain strong customer relationships and resolve problems by phone, email, chat or remote access
• Improve the efficiency of support processes and customer satisfaction
• Work across multicultural and geographically distributed teams
• Contribute to product documentation, the customer knowledge base and best practices guides
• Improve processes and tools with the team and take part in organizational projects and initiatives
• Provide weekend on-call support (8 hours during regular work hours) and develop subject matter expertise in one key product feature
• Create lab environments to replicate customer issues and lead in Elastic communities and the Knowledge-Centered Service methodology
• Communicate tactfully with customers, gathering information and providing diagnostic and resolution steps

Required profile

• 5+ years (7+ for C6) of experience in technical support, system administration or a related customer-facing role
• Technical background in systems administration, network engineering or software engineering
• Strong verbal and written communication in English and a customer-oriented focus
• Understanding of the product lifecycle and future direction of supported products
• Team player able to work in a fast-paced environment, with proven collaboration with developer teams on escalations

Required skills

• Cloud technologies (AWS, GCP, Azure) and container technologies (Kubernetes, Docker)
• Java (JVMS and components), Linux and Windows, LDAP, load balancers, proxies, SSL
• APIs and REST calls, web/application servers (Tomcat, Apache, IIS, NGINX, JBoss)
• SSO, SAML, Active Directory
• Advanced troubleshooting of web technology systems (HTML, CSS, JavaScript)
• Bonus: databases or search software, SaaS and distributed systems, Wireshark, scripting (Shell, Python), support tools such as Salesforce, Zendesk and JIRA

What we offer

• Competitive pay based on the work done, not previous salary
• Health coverage for you and your family in many locations
• Flexible locations and schedules for many roles
• Generous vacation days and up to 40 hours per year for volunteer projects
• Parental leave of at least 16 weeks
• Matching of up to $2000 for financial donations and service