Senior Support Engineer

Elastic
Bengaluru
Full timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Communication","Customer orientation","Troubleshooting","Continuous improvement","Collaboration"]

Provide technical support to customer issues end-to-end, resolving complex problems within contractual SLAs while maintaining strong customer relationships. Triage and troubleshoot via phone, email, chat, and remote access, develop subject-matter expertise for key product features, and continuously improve support processes, tools, and knowledge base content. Collaborate with distributed, multicultural teams and participate in weekend on-call rotations, including lab environment replication and tactful customer communications.

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FursaFursa
Elastic
Elastic
1 day ago

Senior Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Provide technical support to customer issues end-to-end, resolving complex problems within contractual SLAs while maintaining strong customer relationships. Triage and troubleshoot via phone, email, chat, and remote access, develop subject-matter expertise for key product features, and continuously improve support processes, tools, and knowledge base content. Collaborate with distributed, multicultural teams and participate in weekend on-call rotations, including lab environment replication and tactful customer communications.
Location: Bengaluru
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Ensure technical customer issues are serviced within contractual SLAs and driven to resolution
  • •Resolve customer problems via phone, email, chat, or remote access while communicating diagnostic and resolution steps
  • •Maintain strong customer relationships and provide product guidance and support information
  • •Continuously improve support processes and tools, including contributions to documentation, knowledge base, and best practices
  • •Provide weekend on-call support on a rotating schedule and replicate issues using lab environments

Pay and Benefits

Perks:Health InsuranceParental LeavePaid LeaveVolunteer TimeDonations Match

Key Requirements

  • •7+ years of experience in technical support, systems administration, or a related customer-facing role
  • •Technical background in systems administration, network engineering, or software engineering
  • •Strong verbal and written communication skills in English with a customer-oriented focus
  • •Good understanding of cloud-native and container-based technologies
  • •Advanced hands-on generalist experience with tools and systems such as Java, Linux/Windows, networking (e.g., LDAP/load balancers/proxies/SSL), APIs/REST, and web/app servers (e.g., Tomcat, Apache, IIS, NGINX, Jboss)
Experience:SaaSDistributed systemsCloud-nativeContainer-based
Skills:CommunicationCustomer orientationTroubleshootingContinuous improvementCollaboration
Languages:English
Tech Stack:AWSGCPAzureKubernetesDockerJavaLinuxWindowsLDAPLoad BalancersProxiesSSLAPIsRESTTomcatApacheIISNGINXJbossHTML

Company Brief

Elastic
Builds the Elastic Stack (Elasticsearch, Kibana, Beats, Logstash) and provides search, observability, and security solutions that enable organizations to search, analyze, and protect data in real time across applications, infrastructure, and enterprises.
Industry: Data Infrastructure
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Amsterdam, Netherlands
Founded: 2012
WebsiteLinkedIn