Senior Support Engineer, Elastic

$113.1-215.1k

Salary dependent on location. Eligible to participate in Elastic's stock program

AWS

Docker

Kubernetes

CSS

GCP

HTML

JavaScript

Java

Linux

Azure

Windows

Tomcat

Active Directory

Unix

REST API

Senior and Expert level

Remote from US

Open source platform powering search, observability, security, and more

Be an early applicant

Open source platform powering search, observability, security, and more

1001+ employees

B2BAnalyticsSaaS

Be an early applicant

$113.1-215.1k

Salary dependent on location. Eligible to participate in Elastic's stock program

AWS

Docker

Kubernetes

CSS

GCP

HTML

JavaScript

Java

Linux

Azure

Windows

Tomcat

Active Directory

Unix

REST API

Senior and Expert level

Remote from US

1001+ employees

B2BAnalyticsSaaS

Company mission

To help turn endless data possibilities into real results with the power of Search AI.

Job

Company

Role

Who you are

Our team is a dream for someone seeking honest, hard work and rewards
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
Knowledge of databases or search software technologies
Proven strong technical understanding of software products

Desirable

Experience with SaaS and/or Distributed systems
You are a team player; ability to work in a fast-paced environment with a positive and adaptable approach
Collaboration with Developer teams on escalation issues
Curiosity is key! You have already researched our products and possibly downloaded our stack to test it out

What the job involves

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
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

Our take

Elastic develops the Elastic Stack, an open-source set of tools that includes Elasticsearch, Kibana, Beats, and Logstash, designed for data search and analysis. It also offers X-Pack, which adds commercial features to the Elastic Stack, and Elastic Cloud, a suite of SaaS (Software-as-a-Service) products.

This technology is widely used by major companies like eBay, Wikipedia, Yelp, Uber, Lyft, Tinder, and Netflix, along with over 17,000 other organizations. It is applied in various use cases, including application and website search, enterprise search, logging, infrastructure monitoring, application performance management (APM), security analytics (enhancing SIEM applications), and business analytics.

Freddie

Company Specialist at Welcome to the Jungle

Insights

Top investors

8% employee growth in 12 months

Glassdoor (3.8)

Company

Funding (last 2 of 4 rounds)

Jul 2016

$58m

SERIES D

Jun 2014

$70m

SERIES C

Total funding: $162m

Company benefits

Toast to your health: Fully paid health coverage for you and your family, in many locations
Craft your calendar: Flexible location and schedule for most roles
Create space for you: Distributed by design workforce, plus generous number of vacation days each year
Embrace parenthood: Minimum of 16 weeks of parental leave, plus generous family formation benefits
Give back your time: 40 hours each year to use toward volunteering with organizations and causes you’re passionate about
Amplify your impact: Double your charitable giving — we match donations up to $1500 USD (or local currency equivalent)

Company HQ

Union Square, San Francisco, CA

Leadership

Ashutosh Kulkarni

(CEO)

Ashutosh joined Elastic in 2021 as CPO, becoming CEO in 2022. Prior to this, he was an EVP and CPO of Enterprise at McAfee, a Senior VP and GM of Web Performance and Web Security at Akamai Technologies, and a Senior VP and GM of Informatica Cloud at Informatica.

Shay Banon

(Co-Founder & CTO)

Shay co-founded Elastic in 2012 and has served as the CTO since.

Navam Welihinda

(CFO)

Prior to joining Elastic in 2025, Navam was the CFO at Grammarly. He also spent nearly 8 years at HashiCorp as VP of Finance and CFO and was the Head of Finance, Compose at IBM for 1 year.

Share this job

View 76 more jobs at Elastic