Job Summary

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.
Responsibilities
- Ensuring technical customer issues are serviced within our contractual SLA and managed to resolution
- Maintain robust relationships with our customers for the delivery of technical support
- Resolves customer problems via telephone, email, chat or remote access.
- Have a mindset of continuous improvement in terms of the efficiency of support processes and customer satisfaction




- Work across multicultural and geographically distributed teams
- Contribute to product documentation, customer knowledge base, and best practices guides
- Continuously improve processes and tools in collaboration with the team
- 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.
- Take part in organizational projects, programs and/or business initiatives using proven creativity and ingenuity to improve performance and customer experience.
- 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 produ

📌 Senior Support Engineer (Bengaluru)
🏢 Elasticsearch
📍 Bengaluru