Associate Support Engineer- ElastiGrad (R5377)

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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.

Elastic is expanding its Customer Success Group team with a new graduate program we’ve titled “ElastiGrad” to support the explosive adoption of our offerings! Companies like Netflix, Lyft, Facebook, The New York Times, and NASA are looking to Elastic to help solve their big data problems. The Customer Success Group team is in charge of developing solutions that focus on customers and their experience when consuming our products and services.

Elastic’s Support team is unlike any other on Earth while we are spread across 12 time zones and 25 countries, we operate as a single team. We are massively distributed yet a solid team who care about  each other, no one gets left behind. 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 team. We listen. We solve. We guide. We get it. 

The team is diverse and distributed across the world, and collaborates on a daily basis over GitHub, Zoom, and Slack. Thus, the ability to work within a distributed team is critical. Elastic cares about our employees personal fulfillment and well being and because of this we offer fantastic employee benefits including volunteer time off, a generous paid vacation policy, and fully paid health insurance. In addition, our office provides great amenities such as coffee, snacks, and daily lunch.

Have a passion for

  • Understanding technical customers and supporting the resolution process.
  • Maintaining strong relationships with our customers for the delivery of technical support.
  • Continuous improvement, in terms of efficiency of support processes and customer satisfaction.
  • Working across multi-cultural and geographically distributed teams.

What you will bring

  • Bachelor's Degree completed by Fall 2022 in these related areas of study: Business, STEM, and Information Systems
  • Curiosity is key! You have already researched our products and possibly downloaded our stack to test it out
  • A passion for Technical Support in a technology environment
  • You are a Team player; ability to work in a fast paced environment with a positive and adaptable approach
  • Strong verbal and written communication skills 
  • A customer oriented focus

Bonus Points

  • A technical background in fields like; System Administration, Network Engineering, Software Engineering etc.
  • Knowledge of databases or search software technologies
  • Experience with SaaS and/or Distributed systems
  • Experience in a Linux/Unix environment
  • Hands on experience with the Elastic Stack
  • Proven strong technical understanding of software products

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

The typical starting Total Cash Compensation range for new hires in this role is between $78,700 and $108,200, which consists of a Base Salary or a Base Salary plus a Target Commission, depending on the specific role. The Base Salary offered may vary depending on factors including skills and experience.

Additionally, this role is currently eligible to participate in Elastic’s equity plan as well as a range of health & wellbeing, retirement savings, and other benefits within a holistic total rewards offering.

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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