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 Along:
- 5+ years of proven experience in Technical Support in a Software business.
- A technical background in fields like; Information Technology, Network Engineering, Software Engineering etc.
- Highly collaborative, contributing to the success of a team through actions such as building and delivering training, leading or participating in initiatives/projects
- Strong verbal and written communication skills in English
- Ability to work in a fast paced environment with an adaptable and "customer first" mindset
- Knowledge of databases or search software technologies
- Experience with SaaS and/or Distributed systems
- Experience with Linux/Unix
- Experience with APIs
- Proven track record of continued learning and skill improvement
- Experience with administering and/or troubleshooting Elastic products in a production environment
- Proven strong technical understanding of software products
Bonus Points:
- Familiarity with Knowledge Centered-Services (KCS)
- Experience as a mentor or coach and/or in other aspects of team leadership
- Experience with Networking and/or Load Balancers
- Experience with Kubernetes
#LI-PM1
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Elastic is an open source search company that powers enterprise search, observability, and security solutions built on one technology stack that can be deployed anywhere.
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