Senior Support Engineer at Elastic

At Elastic, we are the Search AI Company, and we empower people and organizations to find the answers they need in real time by leveraging their data at scale. With our platform used by more than 50% of the Fortune 500, we combine the precision of search with the intelligence of AI to help our customers secure their information and accelerate meaningful results. We are a distributed team that values empathy, human connection, and direct, ambitious collaboration as we continue to push the boundaries of what is possible with technology.

The role

We are looking for a Senior Support Engineer to join our team on a full-time basis. This is a remote position that requires a unique commitment to our US Federal customers. You will be expected to work four ten-hour overnight shifts per week, choosing between a Sunday-Wednesday or Wednesday-Saturday schedule. For the first three to six months, you will train during US-East daytime hours before transitioning to your permanent overnight shift. Please note that you must be willing to maintain this schedule for at least 18 months, and you will be required to undergo US Government background checks, which may include vetting for Public Trust.

Core responsibilities

• Provide expert-level technical support specifically tailored to our US Federal customers.
• Manage technical issues to resolution while ensuring all service remains within our contractual SLA requirements.
• Build and maintain strong, lasting relationships with our customers through consistent and high-quality technical guidance.

Skills and experience

We are looking for someone with a strong technical background and a customer-first mindset. To be successful in this role, you should have:

• Proven experience in a technical support role within the technology industry.
• A solid foundation in Linux/Unix environments, along with experience in system administration, network engineering, or software engineering.
• Excellent verbal and written communication skills in English.
• The ability to work effectively within a small, distributed, and multi-cultural team while maintaining strict confidentiality.
• Familiarity with the Elastic Stack is highly preferred.

Compensation and benefits

The typical starting salary range for this role is $113,100 to $178,900 USD. For those based in select high-cost locations, including the San Francisco Bay Area, Seattle, Los Angeles, and the New York City Metro Area, the range is $135,900 to $215,100 USD. In addition to your base salary, you will be eligible for our stock program. Our comprehensive benefits package includes:

• Medical insurance and a company-matched 401k plan, with dollar-for-dollar matching up to 6% of eligible earnings.
• Generous paid time off and flexible work locations.
• Maternity and paternity leave, with a minimum of 16 weeks provided.
• Opportunities for professional development and career growth.

How to apply

If you are ready to bring your technical expertise to a mission-driven team that values curiosity and collaboration, we would love to hear from you. Please submit your application through our careers portal. We are an equal opportunity employer and are committed to creating an accessible experience for all candidates. If you require any accommodations during the hiring process, please reach out to our team directly.