Senior Support Engineer - 3rd Shift
About the role
The organization operates in the search and AI technology sector, focusing on enabling real-time data access and insights at scale. It addresses challenges related to handling vast amounts of structured and unstructured data while ensuring security and privacy. Its cloud-based platform integrates search, security, and observability solutions utilized by over half of the Fortune 500, highlighting significant market presence and impact.
The SENIOR SUPPORT ENGINEER - 3RD SHIFT role is designed to provide expert technical support specifically for US Federal customers. This position plays a crucial role in maintaining service quality by resolving issues within contractual timelines and fostering strong customer relationships. The role demands working overnight shifts over an extended period, emphasizing dedication and adaptability to meet customer needs and support organizational goals.
Responsibilities
- Provide expert-level technical support to US Federal clients
- Resolve customer issues within established service level agreements
- Maintain and strengthen customer relationships through effective communication
- Continuously improve support processes and customer satisfaction
- Collaborate within multicultural and distributed teams
Requirements
- Experience in technical support within technology companies
- Technical background in system administration, network engineering, software engineering, or related fields
- Strong verbal and written English communication skills
- Customer-focused approach
- Experience with Linux/Unix environments
- Ability to work effectively in small teams with confidentiality
- Experience with the Elastic Stack is preferred
Pay
The typical starting salary range for this role is $113,100 to $178,900 USD. In select locations (Seattle WA, Los Angeles CA, San Francisco Bay Area CA, New York City Metro Area), the range is $135,900 to $215,100 USD. Compensation is base salary without variable components. Eligible to participate in the organization's stock program.
Benefits
- Company-matched 401(k) retirement plan up to 6% of eligible earnings