Elastic4 days ago
Senior Support Engineer
Salary not specified
MARKET
12,375 ₽median for this role
IT Support / Helpdesk · 65 jobs with disclosed pay
5,714half of the offers: 8,583–16,667145,833
The employer didn't disclose pay — compare with the market yourself.
Bangalore
Responsibilities
- 01Ensuring technical customer issues are serviced within contractual SLA and managed to resolution
- 02Maintaining strong relationships with customers for delivery of technical support
- 03Resolving customer problems via telephone, email, chat or remote access
- 04Having a mindset of continuous improvement in support processes and customer satisfaction
- 05Working across multicultural and geographically distributed teams
- 06Contributing to product documentation, customer knowledge base, and best practices guides
- 07Continuously improving processes and tools in collaboration with the team
- 08Providing weekend on-call support for the team rotation (8 hours during regular work hours)
- 09Developing subject matter expertise on a key product feature
- 10Working on complex issues requiring in-depth evaluation of variable factors
- 11Taking part in organizational projects, programs, and/or business initiatives to improve performance and customer experience
- 12Providing technical leadership in Elastic communities and Knowledge-Centered Service methodology and process
- 13Creating lab environments to replicate customer issues
- 14Communicating tactfully with customers: gathering information, providing diagnostic and resolution steps, conveying process and product guidance
Requirements
- 017+ years of experience in technical support, system administration or related customer-facing role
- 02Technical background in systems administration, Network Engineering, Software Engineering, etc
- 03Strong verbal and written communication skills in English
- 04Customer-oriented focus
- 05Good understanding of cloud-native and container-based technologies
- 06Experience with cloud technologies such as AWS, GCP, Azure and frameworks such as Kubernetes and Docker
- 07Understanding of the Product Lifecycle and future direction for the supported products or product line
- 08Strong understanding of cloud-native and container-based distributed systems like Kubernetes
- 09Advanced level of hands-on generalist experience with Java (e.g., JVMs & components), Operating Systems (e.g., Linux and Windows), Networks (e.g., LDAP, Load Balancers, Proxies, SSL); Experience with APIs and REST calls; Experience with web/application servers (e.g., Tomcat, Apache, IIS, NGINX, Jboss); Advanced troubleshooting skills in web technology systems (e.g., HTML, CSS, Javascript)
- 10Experience with SSO, SAML, Active Directory, etc
- 11Knowledge of databases or search software technologies (bonus)
- 12Experience with SaaS and/or Distributed systems (bonus)
- 13Team player; ability to work in a fast-paced environment with a positive and adaptable approach
- 14Proven strong technical understanding of software products
- 15Collaboration with Developer teams on escalation issues
- 16Curiosity is key; you have researched our products and possibly downloaded our stack to test it out
- 17Networking, Server Administration, experience with Wireshark or comparable packet analysis tool
- 18Exposure to scripting (Shell, Python, etc.)
- 19Experience with support tools and platforms like Salesforce, Zendesk and JIRA
What we offer
- 01Competitive pay based on the work you do here and not your previous salary
- 02Health coverage for you and your family in many locations
- 03Ability to craft your calendar with flexible locations and schedules for many roles
- 04Generous number of vacation days each year
- 05We match up to $2000 (or local currency equivalent) for financial donations and service
- 06Up to 40 hours each year to use toward volunteer projects you love
- 07Minimum of 16 weeks of parental leave
- 08Elastic is an equal opportunity employer committed to creating an inclusive culture that celebrates different perspectives, experiences, and backgrounds
- 09As a distributed company, diversity drives our identity