Support Engineer

Distributed Locations: Bangalore, India 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:

We’re always on the search for amazing people. People who have a deep passion for technology and are masters at their craft. We build highly sophisticated distributed systems and we don’t take our technology lightly. At Elastic, you’ll have the opportunity to work in a vibrant young company next to some of the smartest and highly skilled technologists the industry has to offer. We’re looking for great team players, but we also promote independence and ownership. We’re hackers… The good kind. The kind that innovates and creates cutting edge products that eventually translates to a lot of happy, smiling faces. Elastic’s Support team is unlike any other on Earth: while we are spread across 12 time zones and 15 countries, we operate as a unit, as a family. 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 family. We listen. We solve. We guide. We get it. And we’re excited to bring on a new team member to love.

What You Will Be Doing:

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:

Proven experience in Technical Support in a technology business.
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.

Bonus Points:

Knowledge of databases or search software technologies.
Knowledge of containerization software such as Docker and Kubernetes.
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.

Additional Information - We Take Care of Our People:

As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do. We strive to have parity of benefits across regions, and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

Competitive pay based on the work you do here and not your previous salary
Health coverage for you and your family in many locations
Ability to craft your calendar with flexible locations and schedules for many roles
Generous number of vacation days each year
Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service
Up to 40 hours each year to use toward volunteer projects you love
Embracing parenthood with a minimum of 16 weeks of parental leave

Different people approach problems differently. We need that. Elastic is an equal opportunity employer and is committed to creating an inclusive culture that celebrates different perspectives, experiences,and backgrounds Qualified applicants will receive consideration for employment without regard to race ethnicity color religion sex pregnancy sexual orientation gender perception or identity national origin age marital status protected veteran status disability status or any other basis protected by federal state or local law ordinance or regulation. We welcome individuals with disabilitiesand strive to create an accessibleand inclusive experience forall individuals To request an accommodation duringthe application or recruiting process please email candidate_accessibility@elastic.co We will reply within24 business hours. Elasticsearch developsand distributes technology subjectto U S.and other countries’ export controls licensing requirementsfor individuals locatedin or nationals ofsanc tioned countries Belarus Cuba Iran North Korea Syria Russia including Ukrainian territories annexed by Russia Crimea region Donetsk People's Republic DNR Luhansk People's Republic LNR Kherson Zaporizhzhia If located national from these regions an export license may be requiredas conditionof employmentin this role Please see hereforour Privacy Statement Apply Now (R10940)