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- Tasks: Provide expert-level support to US Federal customers and resolve technical issues.
- Company: Join Elastic, a leader in tech support for US Federal clients.
- Benefits: Competitive pay, health coverage, flexible schedules, and generous vacation days.
- Why this job: Make a real impact while working with cutting-edge technology and diverse teams.
- Qualifications: Experience in Technical Support, Linux/Unix, and strong communication skills.
- Other info: Enjoy a dynamic work environment with opportunities for growth and community involvement.
The predicted salary is between 36000 - 60000 £ per year.
As a Support Engineer at Elastic, you'll be part of a globally distributed team providing expert-level service to US Federal customers. You will resolve technical issues within contractual SLAs, maintain strong customer relationships, and drive continuous improvement in support processes and customer satisfaction. This role requires working four ten‐hour US overnight shifts (either Sunday to Wednesday or Wednesday to Saturday) with working hours of 4 PM to 2 AM or 1 AM to 11 AM (EST). A 3‐6 month training period during US‐East daytime hours is required before transitioning to overnight shifts. A commitment of 18 months to this shift is expected before consideration for other positions.
What You'll Do
- Provide expert‐level support to US Federal customers.
- Ensure timely resolution of technical issues within SLAs.
- Maintain strong customer relationships.
- Drive continuous improvement in support processes.
- Collaborate with multi‐cultural and geographically distributed teams.
What You Bring
- Ability to operate in a small team with confidentiality.
- Proven experience in Technical Support within technology businesses.
- Technical background in System Administration, Network Engineering, or Software Engineering.
- Strong verbal and written communication skills in English.
- Customer‐oriented focus.
- Experience in a Linux/Unix environment.
- Experience with the Elastic Stack preferred.
Bonus Points
- Experience supporting US Government entities.
- Knowledge of databases or search software technologies.
- Experience with SaaS and/or Distributed systems.
- Team player with a positive and adaptable approach.
- Strong technical understanding of software products.
- Experience collaborating with Developer teams on escalation issues.
- Curiosity and proactive research of our products.
Benefits
- Competitive pay.
- Health coverage for you and your family.
- Flexible locations and schedules for many roles.
- Generous vacation days.
- Matching for financial donations and service (up to $2,000).
- Up to 40 hours each year for volunteer projects.
- Minimum of 16 weeks of parental leave.
How to Apply
Interested in this position? Please submit your resume and cover letter through the application portal.
Senior Support Engineer - US Federal in London employer: Elastic
Contact Detail:
Elastic Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Support Engineer - US Federal in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Elastic, especially those in similar roles. A friendly chat can give us insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Since this role involves Linux/Unix and the Elastic Stack, make sure we can confidently discuss our experience and problem-solving strategies.
✨Tip Number 3
Show off our customer service skills! Be ready to share examples of how we've maintained strong relationships with clients and resolved issues quickly. This is key for impressing the hiring team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets seen. Plus, it shows we’re serious about joining the team at Elastic.
We think you need these skills to ace Senior Support Engineer - US Federal in London
Some tips for your application 🫡
Tailor Your Resume: Make sure your resume highlights your experience in Technical Support, especially within technology businesses. We want to see how your skills align with the needs of US Federal customers, so don’t be shy about showcasing relevant projects or roles!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about providing expert-level support and how your background in Linux/Unix and the Elastic Stack makes you a perfect fit for us. Keep it engaging and personal!
Showcase Your Communication Skills: Strong verbal and written communication skills are key for this role. In your application, make sure to demonstrate your ability to communicate complex technical issues clearly and effectively. We love seeing candidates who can connect with customers effortlessly!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way to ensure your materials reach us directly. Plus, it shows you’re serious about joining our team at StudySmarter!
How to prepare for a job interview at Elastic
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially in Linux/Unix and the Elastic Stack. Be ready to discuss your experience in system administration or network engineering, as well as any specific projects you've worked on that relate to the role.
✨Show Off Your Customer Service Skills
Since this role is all about providing expert-level support, think of examples where you've successfully resolved customer issues. Highlight your ability to maintain strong relationships and how you’ve driven improvements in support processes.
✨Be Ready for Shift Work Questions
Prepare to discuss your availability for the overnight shifts and your commitment to the 18-month period. It’s important to show that you’re adaptable and can thrive in a small team environment, even during unconventional hours.
✨Research the Company and Its Culture
Familiarise yourself with Elastic's values and mission, especially regarding their work with US Federal customers. This will help you align your answers with what they’re looking for and demonstrate your genuine interest in the role.
