Senior Support Engineer
$24,000–$24,000 year
RemoteIndia
Job Summary
Ensure technical customer issues are serviced within contractual SLAs and managed to resolution via telephone, email, chat, or remote access. Maintain strong customer relationships while gathering diagnostic information, providing resolution steps, and conveying product guidance. Create lab environments to replicate customer issues and develop subject matter expertise in key product features. Contribute to product documentation, knowledge bases, and best practices guides. Continuously improve support processes and tools in collaboration with the team, working across multicultural and geographically distributed groups. Provide weekend on-call support for the team rotation.
Required Qualifications
- 7+ years of experience in technical support, system administration or related customer-facing role
- A technical background in systems administration, Network Engineering, Software Engineering, etc
- Strong verbal and written communication skills in English
- A customer-oriented focus
- Good understanding of cloud-native and container-based technologies
- Cloud technologies such as AWS, GCP, Azure and frameworks such as Kubernetes and Docker
- Understand the Product Lifecycle and future direction for the supported products or product line
- Strong understanding of cloud-native and container-based distributed systems like Kubernetes
- Advanced level of hands-on generalist experience at: Java (e.g. JVMS & components), Operational 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)
- Experience with SSO, SAML, Active Directory, etc
- Provide weekend on-call support for the team rotation (8 hours during regular work hours)
- Develop subject matter expertise one key product feature
- Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors
- Provide technical leadership in Elastic communities and Knowledge-Centered Service methodology and process
- Creation of lab environments to replicate customer issues
- Communicate tactfully with customers: gather information, provide diagnostic and resolution steps, convey process and product guidance
- Proven strong technical understanding of software products
- Collaboration with Developer teams on escalation issues
- Curiosity is key! You have already researched our products and possibly downloaded our stack to test it out
- Experience with support tools and platforms like Salesforce, Zendesk and JIRA
Desired Qualifications
- Knowledge of databases or search software technologies
- Experience with SaaS and/or Distributed systems
- Wireshark or comparable packet analysis tool
- Exposure to scripting (Shell, Python, etc.)
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