Security Solutions - Software Engineer & Support Engineer - Adaptive Workload Protection

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Elastic is a search company built on a free and open heritage. Anyone can use Elastic products and solutions to get started quickly and frictionlessly. Elastic offers three solutions for enterprise search, observability, and security, built on one technology stack that can be deployed anywhere. From finding documents to monitoring infrastructure to hunting for threats, Elastic makes data usable in real time and at scale. Thousands of organizations worldwide, including Cisco, eBay, Goldman Sachs, Microsoft, The Mayo Clinic, NASA, The New York Times, Wikipedia, and Verizon, use Elastic to power mission-critical systems. Founded in 2012, Elastic is a distributed company with Elasticians around the globe and is publicly traded on the NYSE under the symbol ESTC. Learn more at elastic.co.

Please Note: This is a 100% remote position; Pacific Time Zone or ability to work Pacific Time Zone business hours is preferred.

The Adaptive Workload Protection(formerly Cmd) - Customer Success (AWP-CS) team is responsible for solving challenging technical problems for our customers. From crashes, to configuration issues, to root cause analysis, we provide expert level support and satisfaction to our customers. The AWP solution’s goal is to observe and protect our customers’ cloud workloads. It provides visibility, instrumentation and protection for dynamic cloud workloads and infrastructure using Linux eBPF technology.

We’re looking for an associate or junior level Software & Support Engineer, who’ll be a trusted partner to our customers in achieving their goals through the use of our product. Your engineering problem-solving skills will be put to the test as you engage with customers of varying levels of technical expertise. You will serve as a trusted consultant, driving customers’ success by providing technical guidance to secure their cloud infrastructure. Our ideal teammate loves to find solutions to sophisticated problems, is process-oriented, and is truly passionate about all things Linux!

What You Will Be Doing

At Elastic, we want you to succeed, and we’ll be here to support your journey. You’ll have the opportunity to:

  • Be the first point of contact for technical support inquiries; work with customers directly via Slack, Zoom, email, salesforce and live messenger platform.
  • Respond to questions of varying technical skill and expertise. Collect details regarding issues, prioritize, and escalate when vital.
  • Reproduce and defuse issues to ensure efficient resolutions for customers. Advise on product usage and develop creative solutions to meet our customers’ particular needs.
  • Have an attitude of continuous improvement, in terms of efficiency of support processes and customer happiness.
  • Grow your own software engineering knowledge and career at Elastic.

What You Bring Along

  • Hands-on Linux experience, with advanced knowledge of GNU/Linux OS operations including debugging experience.
  • Experience with public cloud environments; AWS, GCP, Azure.
  • Familiarity with DevOps and modern software deployment, including containers, kubernetes and orchestration tooling such as Ansible/Chef/Puppet/Terraform/Salt.
  • Ability to use coding languages(C/C++/GoLang) and scripting(bash/python) methodologies to solve complex workflows.

Bonus Points:

  • Proven problem solving and technical troubleshooting abilities with SaaS and/or Distributed systems.
  • Collaboration with Development teams on escalation issues.
  • A demonstrated ability to learn new technologies.

Additional Information - We Take Care of Our People

As 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.

We 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.

  • Competitive pay based on the work you do here and not your previous salary
  • Health coverage for you and your family in many locations
  • Ability to craft your calendar with flexible locations and schedules for many roles
  • Generous number of vacation days each year
  • Double your charitable giving - We match up to $1500 (or local currency equivalent)
  • Up to 40 hours each year to use toward volunteer projects you love
  • Embracing parenthood with minimum of 16 weeks of parental leave

Different people approach problems differently. We need that. Elastic is committed to diversity as well as inclusion. We are an equal opportunity employer and committed to the principles of affirmative action. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status or any other basis protected by federal, state or local law, ordinance or regulation. If you require any reasonable accessibility support, please complete our Candidate Accessibility Request Form.

Applicants have rights under Federal Employment Laws, view posters linked below:
Family and Medical Leave Act (FMLA) Poster; Equal Employment Opportunity (EEO) Poster; and Employee Polygraph Protection Act (EPPA) Poster.

Please see here for our Privacy Statement.

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