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Senior Support Engineer - 3rd Shift

Elastic· Support
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Hybrid (US-wide)full-timePosted 2w ago

About the role

Senior Support Engineer role for Elastic, centered on US overnight shifts (four 10-hour overnight shifts). Training during US-East daytime hours for 3–6 months, then transitioning to overnight shifts for 18 months. Role involves supporting US Federal customers, maintaining SLAs, and collaborating with distributed teams.

Responsibilities

  • Providing an expert level of service to our US Federal customers
  • 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

Qualifications

  • Ability to operate in a small team and with an eye for confidentiality
  • Proven experience in Technical Support in a technology businesses
  • A technical background in fields like; System Administration, Network Engineering, Software Engineering etc.
  • Strong verbal and written communication skills in English
  • A customer oriented focus
  • Experience in a Linux/Unix environment
  • Experience with the Elastic Stack preferred

Skills

Required:Customer-focused serviceTechnical SupportLinux/Unix
Nice to have:Elastic Stack

Benefits

  • Stock program eligibility
  • Company-matched 401k with dollar-for-dollar matching up to 6% of eligible earnings
  • Health coverage for you and your family in many locations
  • Flexible locations and schedules for many roles
  • Generous number of vacation days each year
  • Donations matching up to $2000 (or local currency equivalent)
  • Up to 40 hours per year for volunteer projects
  • Parental leave minimum 16 weeks
  • Additional regional benefits as applicable
Last updated Oct 22, 2026. Interested? Apply on the company site.
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