Senior Support Engineer - 3rd Shift

<div class="content-intro"><p>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.</p></div><h3><strong>What is The Role</strong></h3> <div class="p" data-block="true" data-editor="40m9l" data-offset-key="ej2vb-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="ej2vb-0-0"><span data-offset-key="ej2vb-0-0"><span data-text="true">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, </span></span><span id="popover-trigger-:r1q:" class="chakra-text css-8zk7oi"><span data-offset-key="ej2vb-1-0"><span data-text="true">empathetic</span></span></span><span data-offset-key="ej2vb-2-0"><span data-text="true">, and human yet ambitious, direct, and comprehensive. We don’t do it </span></span><span id="popover-trigger-:r1s:" class="chakra-text css-1j6t0d7"><span data-offset-key="ej2vb-3-0"><span data-text="true">alone</span></span></span><span data-offset-key="ej2vb-4-0"><span data-text="true">, 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 </span></span><span id="popover-trigger-:r1u:" class="chakra-text css-8zk7oi"><span data-offset-key="ej2vb-5-0"><span data-text="true">honest</span></span></span><span data-offset-key="ej2vb-6-0"><span data-text="true">, 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 </span></span><span id="popover-trigger-:r20:" class="chakra-text css-8zk7oi"><span data-offset-key="ej2vb-7-0"><span data-text="true">together</span></span></span><span data-offset-key="ej2vb-8-0"><span data-text="true">, 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.</span></span></div> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="ej2vb-0-0">&nbsp;</div> </div> <div class="p" data-block="true" data-editor="40m9l" data-offset-key="ct6k5-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="ct6k5-0-0"><strong><span data-offset-key="ct6k5-0-0"><span data-text="true">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.</span></span></strong></div> </div> <h3><strong>What You Will Be Doing</strong></h3> <ul> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-reset public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="40m9l" data-offset-key="5q0bj-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="5q0bj-0-0"><span data-offset-key="5q0bj-0-0"><span data-text="true">Providing an expert level of service to our US Federal customers</span></span></div> </li> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="40m9l" data-offset-key="e1iq4-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="e1iq4-0-0"><span data-offset-key="e1iq4-0-0"><span data-text="true">Ensuring technical customer issues are serviced within our contractual SLA, and managed to resolution</span></span></div> </li> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="40m9l" data-offset-key="4c8jl-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="4c8jl-0-0"><span data-offset-key="4c8jl-0-0"><span data-text="true">Maintain </span></span><span id="popover-trigger-:r22:" class="chakra-text css-1j6t0d7"><span data-offset-key="4c8jl-1-0"><span data-text="true">strong</span></span></span><span data-offset-key="4c8jl-2-0"><span data-text="true"> relationships with our customers for the delivery of technical support</span></span></div> </li> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="40m9l" data-offset-key="hdge-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="hdge-0-0"><span data-offset-key="hdge-0-0"><span data-text="true">Have a mindset of continuous improvement, in terms of efficiency of support processes and customer satisfaction</span></span></div> </li> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="40m9l" data-offset-key="vcqq-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="vcqq-0-0"><span data-offset-key="vcqq-0-0"><span data-text="true">Work across multi-cultural and geographically distributed teams</span></span></div> </li> </ul> <h3>What You Bring</h3> <ul> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-reset public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="40m9l" data-offset-key="4scf6-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="4scf6-0-0"><span data-offset-key="4scf6-0-0"><span data-text="true">Ability to operate in a small team and with an eye for confidentiality</span></span></div> </li> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="40m9l" data-offset-key="e2dmg-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="e2dmg-0-0"><span data-offset-key="e2dmg-0-0"><span data-text="true">Proven experience in Technical Support in a technology businesses</span></span></div> </li> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="40m9l" data-offset-key="9urnb-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="9urnb-0-0"><span data-offset-key="9urnb-0-0"><span data-text="true">A technical background in fields like; System Administration, Network Engineering, Software Engineering etc.</span></span></div> </li> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="40m9l" data-offset-key="70bvu-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="70bvu-0-0"><span id="popover-trigger-:r24:" class="chakra-text css-1j6t0d7"><span data-offset-key="70bvu-0-0"><span data-text="true">Strong</span></span></span><span data-offset-key="70bvu-1-0"><span data-text="true"> verbal and written communication skills in English</span></span></div> </li> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="40m9l" data-offset-key="4tja4-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="4tja4-0-0"><span data-offset-key="4tja4-0-0"><span data-text="true">A customer oriented focus</span></span></div> </li> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="40m9l" data-offset-key="fm5uq-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="fm5uq-0-0"><span data-offset-key="fm5uq-0-0"><span data-text="true">Experience in a Linux/Unix environment</span></span></div> </li> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="40m9l" data-offset-key="863cm-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="863cm-0-0"><span data-offset-key="863cm-0-0"><span data-text="true">Experience with the Elastic Stack preferred</span></span></div> </li> </ul> <h3>Bonus Points</h3> <ul> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-reset public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="40m9l" data-offset-key="djoul-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="djoul-0-0"><span data-offset-key="djoul-0-0"><span data-text="true">Experience supporting US Government entities in some capacity</span></span></div> </li> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="40m9l" data-offset-key="3qr95-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="3qr95-0-0"><span data-offset-key="3qr95-0-0"><span data-text="true">Knowledge of databases or search software technologies</span></span></div> </li> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="40m9l" data-offset-key="ekq7e-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="ekq7e-0-0"><span data-offset-key="ekq7e-0-0"><span data-text="true">Experience with SaaS and/or Distributed systems</span></span></div> </li> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="40m9l" data-offset-key="1t305-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="1t305-0-0"><span data-offset-key="1t305-0-0"><span data-text="true">You are a Team player; ability to work in a fast paced environment with a positive and </span></span><span id="popover-trigger-:r26:" class="chakra-text css-1h4n5cs"><span data-offset-key="1t305-1-0"><span data-text="true">adaptable</span></span></span><span data-offset-key="1t305-2-0"><span data-text="true"> approach</span></span></div> </li> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="40m9l" data-offset-key="5opi7-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="5opi7-0-0"><span data-offset-key="5opi7-0-0"><span data-text="true">Proven </span></span><span id="popover-trigger-:r28:" class="chakra-text css-1j6t0d7"><span data-offset-key="5opi7-1-0"><span data-text="true">strong</span></span></span><span data-offset-key="5opi7-2-0"><span data-text="true"> technical </span></span><span id="popover-trigger-:r2a:" class="chakra-text css-8zk7oi"><span data-offset-key="5opi7-3-0"><span data-text="true">understanding</span></span></span><span data-offset-key="5opi7-4-0"><span data-text="true"> of software products</span></span></div> </li> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="40m9l" data-offset-key="1rguo-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="1rguo-0-0"><span data-offset-key="1rguo-0-0"><span data-text="true">Collaboration with Developer teams on escalation issues</span></span></div> </li> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="40m9l" data-offset-key="99l1k-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="99l1k-0-0"><span data-offset-key="99l1k-0-0"><span data-text="true">Curiosity is key! You have already researched our products and possibly downloaded our stack to test it out</span></span></div> </li> </ul><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p><span style="font-weight: 400;"><br>Compensation for this role is in the form of base salary.&nbsp; This role does not have a variable compensation component.&nbsp;&nbsp;<br></span></p> <p><span style="font-weight: 400;">The typical starting salary range for new hires in this role is listed below.&nbsp; 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.&nbsp;</span></p> <p><span style="font-weight: 400;">These ranges represent </span><span style="font-weight: 400;">the lowest to highest salary we reasonably and in good faith believe we would pay for this role at the time of this posting.&nbsp; We may ultimately pay more or less than the posted range, and the ranges may be modified in the future.&nbsp;&nbsp;</span></p> <p><span style="font-weight: 400;">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.</span></p> <p><span style="font-weight: 400;">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.&nbsp; 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.</span></p></div><div class="title">The typical starting salary range for this role is:</div><div class="pay-range"><span>$113,100</span><span class="divider">&mdash;</span><span>$178,900 USD</span></div></div><div class="pay-input"><div class="title">The typical starting salary range for this role in the select locations listed above is:</div><div class="pay-range"><span>$135,900</span><span class="divider">&mdash;</span><span>$215,100 USD</span></div></div></div><div class="content-conclusion"><h2><strong>Additional Information - We Take Care of Our People</strong></h2> <p>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.</p> <p>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.</p> <ul> <li>Competitive pay based on the work you do here and not your previous salary</li> <li>Health coverage for you and your family in many locations</li> <li>Ability to craft your calendar with flexible locations and schedules for many roles</li> <li>Generous number of vacation days each year</li> <li>Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service</li> <li>Up to 40 hours each year to use toward volunteer projects you love</li> <li>Embracing parenthood with minimum of 16 weeks of parental leave</li> </ul> <p>Different people approach problems differently. We need that. Elastic is an equal opportunity employer and is committed to creating an inclusive culture that celebrates different perspectives, experiences, and backgrounds. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.</p> <p>We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email <a href="mailto:candidate_accessibility@elastic.co" target="_blank">candidate_accessibility@elastic.co</a><span class="gmail_default">.</span>&nbsp;We will reply to your request within 24 business hours of submission.</p> <p><span style="color: #000000;">Applicants have rights under Federal Employment Laws, view posters linked below:</span> <a href="https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/fmlaen.pdf" target="_blank">Family and Medical Leave Act (FMLA)</a> <span style="color: #000000;">Poster;</span><span style="color: #000000;">&nbsp;<a href="https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf" target="_blank">Pay Transparency Nondiscrimination Provision</a> Poster; </span><a href="https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppabw.pdf" target="_blank">Employee Polygraph Protection Act (EPPA)</a> <span style="color: #000000;">Poster and <a href="https://www.dol.gov/sites/dolgov/files/OFCCP/regs/compliance/posters/pdf/22-088_EEOC_KnowYourRights.pdf" target="_blank">Know Your Rights</a> (Poster)</span></p> <p><span style="color: #000000;">Elasticsearch develops and distributes technology and information that is subject to U.S. and other countries’ export controls and licensing requirements for individuals who are located in or are nationals of the following sanctioned countries and regions: Belarus, Cuba, Iran, North Korea, Syria, or Russia, including the Ukrainian territories annexed by Russia (The Crimea region of Ukraine, The Donetsk People's Republic (DNR), The Luhansk People's Republic (LNR), Kherson or Zaporizhzhia). If you are located in or are a national of one of the listed countries or regions, an export license may be required as a condition of your employment in this role. Please note that national origin and/or nationality do not affect eligibility for employment with Elastic.</span></p> <p>Please see&nbsp;<a href="https://www.elastic.co/legal/applicant-privacy-statement" target="_blank" data-saferedirecturl="https://www.google.com/url?q=https://www.elastic.co/legal/applicant-privacy-statement&amp;source=gmail&amp;ust=1611068262479000&amp;usg=AFQjCNG3orAPk5sJIr9WVm0ZDxYw82c5DA">here</a>&nbsp;for our Privacy Statement.</p></div>