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
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Providing an expert level of service to our US Federal customers
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Ensuring technical customer issues are serviced within our contractual SLA, and managed to resolution
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Maintain strong relationships with our customers for the delivery of technical support
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Have a mindset of continuous improvement, in terms of efficiency of support processes and customer satisfaction
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Work across multi-cultural and geographically distributed teams
What You Bring
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Ability to operate in a small team and with an eye for confidentiality
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Proven experience in Technical Support in a technology businesses
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A technical background in fields like; System Administration, Network Engineering, Software Engineering etc.
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Strong verbal and written communication skills in English
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A customer oriented focus
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Experience in a Linux/Unix environment
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Experience with the Elastic Stack preferred
Bonus Points
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Experience supporting US Government entities in some capacity
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Knowledge of databases or search software technologies
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Experience with SaaS and/or Distributed systems
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You are a Team player; ability to work in a fast paced environment with a positive and adaptable approach
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Proven strong technical understanding of software products
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Collaboration with Developer teams on escalation issues
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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 this role at the time of this posting. We may ultimately pay more or less than the posted range, and the ranges may be modified in the future.
An employee's position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, geographic location, performance, and business or organizational needs.
Elastic believes that employees should have the opportunity to share in the value that we create together for our shareholders. Therefore, in addition to cash compensation, this role is currently eligible to participate in Elastic's stock program. Our total rewards package also includes a company-matched 401k with dollar-for-dollar matching up to 6% of eligible earnings, along with a range of other benefits offered with a holistic emphasis on employee well-being.
The typical starting salary range for this role is:
$113,100—$178,900 USD
The typical starting salary range for this role in the select locations listed above is:
$135,900—$215,100 USD
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 financ