Senior Support Engineer
Core
Provide technical support and resolution for complex customer issues involving Elastic's search, security, and observability platform.
Role type
Senior Support Engineer (Technical)
Builds
Customer satisfaction and resolution of technical incidents for enterprise clients
Domain
Search, Security, Observability, Cloud-Native Systems
Deliverable
client delivery
Required skills
Advanced troubleshooting in web technology systems, Cloud-native and container-based technologies (Kubernetes, Docker), Systems administration (Linux, Windows), Network engineering, Java (JVMS & components), Web/application servers (Tomcat, Apache, NGINX), APIs and REST calls, SSO/SAML/Active Directory, Scripting (Shell, Python), Packet analysis tools (Wireshark)
Preferred skills
Knowledge of databases or search software, SaaS and Distributed systems experience, Support tools (Salesforce, Zendesk, JIRA)
Responsibilities
Resolve customer problems via telephone, email, chat, or remote access; Create lab environments to replicate customer issues; Contribute to product documentation and knowledge base; Provide technical leadership in Elastic communities; Work across multicultural and geographically distributed teams; Provide weekend on-call support
Seniority
Senior, hands-on IC
