Customer Support - Full Stack Software Engineer

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Elastic is a free and open search company that powers enterprise search, observability, and security solutions 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 Barclays, Cisco, eBay, Fairfax, ING, 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. Learn more at elastic.co.

We’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.

Our Support Operations Engineers are responsible for building and supporting tools that are foundational to the delivery of Customer Support at Elastic. Those tools provide a wide range of services that include case routing, engineer attribute tracking, developer escalation automation, diagnostic creation, and much more. We are looking for the next DevOps engineer to join our team and continue building on the strong foundation of existing tooling. This is an ideal opportunity for someone willing to learn and, sometimes, teach technical concepts around workflow automation while contributing to the organization’s roadmap. We listen, we guide, we solve, and we are excited to bring a new team member on our journey. Are you ready to join?

What You Will Be Doing:

  • Team up with other Support Operations Software Engineers to assist with clarifying requirements, functional design, development, and maintenance of Support tooling
  • Work with Support Management to understand priorities and help translate their requirements.
  • Writing frontend and backend code (depending on the use case). This can vary by project and/or developer affinity during the planning cycle.
  • Working on multiple software projects, sometimes simultaneously.
  • You will assist in troubleshooting internal issues with our Support Tools.

What You Bring Along:

  • 5+ years of industry experience in a full-stack or DevOps role working with Cloud technologies.
  • Being adept at handling cross-team partnerships and developing relationships for cross-team collaboration
  • Motivation to find and address the root causes that detract from supporting our customers, independently or with a team
  • Empathy for those using the tools and services that we build and maintain

What Tools and Services You Use:

  • Distributed systems design and development (Typescript, Node.js, React)
  • 3rd party Cloud hosting services (GCP, AWS, Azure)
  • Serverless infrastructure
  • Open-source Software
  • Source control & code management (GitHub)
  • Case infrastructure (Salesforce, Zendesk)
  • Containerisation & Orchestration (Helm, Kubernetes, Docker)
  • Continuous integration and build systems

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 email candidate_accessibility@elastic.co.

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