Support Engineer, Elastic

• 5+ years of experience in technical support or related customer-facing role
• Experience with the Elastic Stack preferred
• A technical background in fields like: System Administration, Network Engineering, Software Engineering, etc
• A customer oriented focus
• Experience in a Linux/Unix environment
• Strong understanding of cloud-native and container-based distributed systems like Kubernetes
• 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
• 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

Desirable

• Elastic’s Support team is unlike any other on Earth: while we are spread across more than 12 time zones and 28 countries, we operate as a unit
• We are massively distributed yet lovingly intimate
• The service we deliver is caring, empathetic, and human yet ambitious, direct, and comprehensive
• We don’t do it alone, as we are tightly integrated with our core developers in a way that is real, genuine, and never taken for granted
• Our team is a dream for someone seeking honest, hard work and rewards
• It is a nightmare for anyone afraid to ask questions or be questioned — always forward, never backward
• We are not trying to change the world, we already have
• We’re just waiting for everyone else to catch up
• We have our good days and our not so good days, and we face them together, as a team
• We listen
• We solve
• We guide
• We get it
• And we’re excited to bring on a new team member to love
• Providing an expert level of service to our customers
• 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
• Have a mindset of continuous improvement, in terms of efficiency of support processes and customer satisfaction
• Work across multi-cultural and geographically distributed teams
• Contribute to product documentation, customer knowledge base, and best practices guides
• Provide technical leadership in Elastic communities and Knowledge-Centered Service methodology and process
• Creation of lab environments to replicate customer issues
• Communicate tactfully with customers: gather information, provide diagnostic and resolution steps, convey process and product guidance