Associate Customer Success Engineer (R4823)

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At Elastic, we see endless possibility in a world of endless data. And we use the power of search to help people and organizations turn that possibility into results. Elastic is the leading platform for search-powered solutions. With solutions in Enterprise Search, Observability, and Security, we help improve customer and employee search experiences, keep critical applications running smoothly, and protect against cyber threats. Elastic enables organizations worldwide to use the power of Elastic, including Netflix, Uber, BBC, Microsoft, and thousands of others.

Elastic was built on a foundation of being free and open, which trickles down to how we work. We’re a distributed organization and have been from the beginning. Being distributed isn’t just a way of doing business—it’s a mentality that is at the core of our culture.

We are looking for an Associate Customer Success Engineer to work with some of our newest customers, guaranteeing their technical success. The ideal candidate will have a history working in a fast paced environment helping guide customers as they grow with Elastic.

The role will be the first contact point remediating customer friction points. Also, it will work with different departments at Elastic like Support, Sales teams and Product. Escalating to senior members of the team or other teams as needed. And have a plan of actions and follow up with the customers at the start of their journey. 

The Customer Success Engineer Associate role is a start point for anyone that is eager to learn and develop Elastic skills technically. In order to be successful in this role, you need to be naturally curious, like to test things yourself and to be excited to learn new technologies. The main goal of this role is to continuously develop your skill set. First, dealing with simple questions and engagements, and as the role develops get more complicated engagements and become a CSE.

What You Will Be Doing:

  • Serving as a technical point of contact for Elastic customers across the breadth of the Elastic customer journey
  • Working in a pooled model triaging and taking customer requests
  • Providing basic technical, architectural and best practice guidance
  • Understand the breadth of Elastic’s services and support offerings in order to make suggestions to customers based on their use case
  • Identify customer friction points through customer interaction and provide feedback on programmatic remediation 
  • Shadow senior team members in order to enable
  • Escalate the issues as needed

What You Bring Along:

  • Fluent  Portuguese, English and Spanish speaking
  • Previous experience working with Elastic customers or similar role recommended
  • A track record of success in a technical customer facing environment
  • Self starter who is able to analyze current processes and develop ideas based on a deep understanding of how customers engage with products
  • Willingness to learn the breadth of Elastic’s offering and how customers utilize Elastic in their wider business environments
  • Ability to learn new technologies quickly
  • Ability to communicate effectively with customers to enable onboarding and recommendations
  • Ability to effectively organize and manage multiple customers simultaneously
  • Team player, ability to work in a fast pace environment with a positive approach and responsive
  • Strong communication skills while multitasking at a rapid pace

Preference:

  • A technical background including Elastic technology stack

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 donations 1:1 up to $1500 USD (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 an equal opportunity/affirmative action employer committed to diversity, equity, and inclusion. 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.

We 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 candidate_accessibility@elastic.co We will reply to your request within 24 business hours of submission.

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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