{"id":3924862,"url":"https://alion.io/job/elastic-senior-support-engineer-3","title":"Senior Support Engineer","company":{"id":4819,"name":"Elastic","domain":"elastic.co","url":"https://alion.io/company/elastic","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":84,"open_postings":62,"ghost_share":0,"stale_share":0.629,"repost_share":0,"time_to_fill_p50_days":43,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Apache HTTP Server","optional":false},{"name":"Apache Tomcat","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Docker","optional":false},{"name":"ElasticSearch","optional":false},{"name":"GCP","optional":false},{"name":"JavaScript","optional":false},{"name":"Kubernetes","optional":false},{"name":"LDAP","optional":false},{"name":"Nginx","optional":false},{"name":"Rest API","optional":false},{"name":"Windows","optional":false},{"name":"Java","optional":true},{"name":"Python","optional":true},{"name":"Wireshark","optional":true}],"status":"live","first_seen_at":"2026-11-07T14:24:51Z","employer_posted_date":"2026-11-07","last_verified_at":"2026-11-07T18:17:17Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"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.\nWhat is the role:\nWe’re always on the search for amazing people. People who have a deep passion for technology and are masters at their craft. We build highly sophisticated distributed systems, and we don’t take our technology lightly. At Elastic, you’ll have the opportunity to work in a vibrant young company next to some of the smartest and highly skilled technologists the industry has to offer. We’re looking for great team players, but we also promote independence and ownership. We’re hackers… The good kind. The kind that innovates and creates cutting edge products that eventually translates to a lot of happy, smiling faces.\nElastic’s Support team is unlike any other on Earth: while we are spread across 12 time zones and 15 countries, we operate as a unit, as a family. We are massively distributed yet lovingly intimate. The service we deliver is caring, empathetic, and human yet ambitious, direct, and comprehensive. We don’t do it alone, as we are tightly integrated with our core developers in a way that is real, genuine, and never taken for granted. Our team is a dream for someone seeking honest, hard work and rewards. It is a nightmare for anyone afraid to ask questions or be questioned - always forward, never backward. We are not trying to change the world, we already have. We’re just waiting for everyone else to catch up. We have our good days and our not so good days, and we face them together, as a family. We listen. We solve. We guide. We get it. And we’re excited to bring on a new team member to love.\n\nWhat You Will Be Doing\nEnsuring technical customer issues are serviced within our contractual SLA and managed to resolution\nMaintain strong relationships with our customers for the delivery of technical support\nResolves customer problems via telephone, email, chat or remote access.\nHave a mindset of continuous improvement in terms of the efficiency of support processes and customer satisfaction\nWork across multicultural and geographically distributed teams\nContribute to product documentation, customer knowledge base, and best practices guides\nContinuously improve processes and tools in collaboration with the team\nProvide weekend on-call support for the team rotation (8 hours during regular work hours)\nDevelop subject matter expertise one key product feature\nWorks on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. \nTake part in organizational projects, programs and/or business initiatives using demonstrated creativity and ingenuity to improve performance and customer experience.\nProvide technical leadership in Elastic communities and Knowledge-Centered Service methodology and process.\nCreation of lab environments to replicate customer issues.\nCommunicate tactfully with customers: gather information, provide diagnostic and resolution steps, convey process and product guidance\n\nWhat You Bring Along\n\n5+ (7+ for C6) years of experience in technical support, system administration or related customer-facing role\nA technical background in systems administration, Network Engineering, Software Engineering, etc\nStrong verbal and written communication skills in English\nA customer-oriented focus\nGood understanding of cloud-native and container-based technologies\nCloud technologies such as AWS, GCP, Azure and frameworks such as Kubernetes and Docker\nUnderstand the Product Lifecycle and future direction for the supported products or product line\nStrong understanding of cloud-native and container-based distributed systems like Kubernetes\nAdvanced 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);\nExperience with APIs and REST calls;\nExperience with web/application servers (e.g. Tomcat, Apache, IIS, NGINX, Jboss);\nAdvanced troubleshooting skills in web technology systems (e.g. HTML, CSS, Javascript)\nExperience with SSO, SAML, Active Directory, etc;\nBonus Points\nKnowledge of databases or search software technologies\nExperience with SaaS and/or Distributed systems\nYou are a Team player; the ability to work in a fast-paced environment with a positive and adaptable approach\nProven strong technical understanding of software products\nCollaboration with Developer teams on escalation issues\nCuriosity is key! You have already researched our products and possibly downloaded our stack to test it out \nNetworking\nServer Administration\nWireshark or comparable packet analysis tool\nExposure to scripting (Shell, Python, etc.)\nExperience with support tools and platforms like Salesforce, Zendesk and JIRA.\nAdditional Information - We Take Care of Our People\nAs a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.\nWe strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.\nCompetitive pay based on the work you do here and not your previous salary\nHealth coverage for you and your family in many locations\nAbility to craft your calendar with flexible locations and schedules for many roles\nGenerous number of vacation days each year\nIncrease your impact - We match up to $2000 (or local currency equivalent) for financial donations and service\nUp to 40 hours each year to use toward volunteer projects you love\nEmbracing parenthood with minimum of 16 weeks of parental leave\nDifferent people approach problems differently. We need that. Elastic is an equal opportunity employer and is committed to creating an inclusive culture that celebrates different perspectives, experiences, and backgrounds. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.\nWe welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email . We will reply to your request within 24 business hours of submission.\nApplicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster)\nElasticsearch develops and distributes technology and information that is subject to U.S. and other countries’ export controls and licensing requirements for individuals who are located in or are nationals of the following sanctioned countries and regions: Belarus, Cuba, Iran, North Korea, Syria, or Russia, including the Ukrainian territories annexed by Russia (The Crimea region of Ukraine, The Donetsk People's Republic (DNR), The Luhansk People's Republic (LNR), Kherson or Zaporizhzhia). If you are located in or are a national of one of the listed countries or regions, an export license may be required as a condition of your employment in this role. 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