Support Engineer

Job Description

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. What is The Role 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 deliver support that is customer-centric, grounded in deep technical expertise, and outcome-focused. Our approach combines genuine care for our customers with direct communication, high standards, and a commitment to thorough problem solving. This team thrives on curiosity, accountability, and continuous improvement. We value engineers who ask thoughtful questions, challenge assumptions, and are comfortable being challenged in return. Progress matters to us. We focus on moving forward, learning from experience, and raising the bar with every interaction. We work in a fast-paced, evolving environment and approach both, successes and setbacks, as a team. We are excited to welcome a Support Engineer who is motivated by meaningful impact, collaboration, and delivering excellent customer experiences. What You Will Be Doing: Providing an expert level of service to our EMEA customers. Ensuring technical customer issues are serviced within our contractual SLA, and managed to resolution. Document and share your knowledge with the rest of the organization and our customers applying Knowledge Centered-Services (KCS) methodology. Have a mindset of continuous improvement, in terms of efficiency of support processes and customer satisfaction. Work across multi-cultural and geographically distributed teams. What You Bring Along: 3+ years of proven experience in Technical Support in a Software business. A technical background in fields like; Information Technology, Network Engineering, Software Engineering etc. A "Customer First" mindset You are a team player; ability to work in a fast paced environment with a positive and adaptable approach Knowledge of databases (SQL / No SQL) or search software technologies Experience with SaaS and/or Distributed systems Experience with Linux/Unix Experience with APIs Familiarity with Knowledge Centered-Services (KCS) Highly collaborative, contributing to the success of a team through actions such as participa

Required Skills