Senior Support Engineer - 3rd Shift

Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.

What is The Role

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.

We are requiring Support Engineers hired under this listing to work four ten-hour US overnight shifts either Sunday-Wednesday or Wednesday-Saturday. For training purposes, the selected candidate will work during the day US-East for three to six months before changing to overnight shifts. Candidates will be expected to work this shift for 18 months prior to consideration for other positions. Candidates will be required to undergo US Government background checks if selected, potentially including vetting for Public Trust.

What You Will Be Doing

Providing an expert level of service to our US Federal 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

What You Bring

Ability to operate in a small team and with an eye for confidentiality

Proven experience in Technical Support in a technology businesses

A technical background in fields like; System Administration, Network Engineering, Software Engineering etc.

Strong verbal and written communication skills in English

A customer oriented focus

Experience in a Linux/Unix environment

Experience with the Elastic Stack preferred

Bonus Points

Experience supporting US Government entities in some capacity

Knowledge of databases or search software technologies

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

Proven strong technical understanding of software products

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

Compensation for this role is in the form of base salary. This role does not have a variable compensation component.

The typical starting salary range for new hires in this role is listed below. In select locations (including Seattle WA, Los Angeles CA, the San Francisco Bay Area CA, and the New York City Metro Area), an alternate range may apply as specified below.

These ranges represent the lowest to highest salary we reasonably and in good faith believe we would pay for th