<div class="content-intro"><p>Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.</p></div><h3><strong>What is The Role</strong></h3> <div class="p" data-block="true" data-editor="40m9l" data-offset-key="ej2vb-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="ej2vb-0-0"><span data-offset-key="ej2vb-0-0"><span data-text="true">Elastic’s Support team is unlike any other on Earth: while we are spread across more than 12 time zones and 28 countries, we operate as a unit. We are massively distributed yet lovingly intimate. The service we deliver is caring, </span></span><span id="popover-trigger-:r1q:" class="chakra-text css-8zk7oi"><span data-offset-key="ej2vb-1-0"><span data-text="true">empathetic</span></span></span><span data-offset-key="ej2vb-2-0"><span data-text="true">, and human yet ambitious, direct, and comprehensive. We don’t do it </span></span><span id="popover-trigger-:r1s:" class="chakra-text css-1j6t0d7"><span data-offset-key="ej2vb-3-0"><span data-text="true">alone</span></span></span><span data-offset-key="ej2vb-4-0"><span data-text="true">, 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 </span></span><span id="popover-trigger-:r1u:" class="chakra-text css-8zk7oi"><span data-offset-key="ej2vb-5-0"><span data-text="true">honest</span></span></span><span data-offset-key="ej2vb-6-0"><span data-text="true">, 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 </span></span><span id="popover-trigger-:r20:" class="chakra-text css-8zk7oi"><span data-offset-key="ej2vb-7-0"><span data-text="true">together</span></span></span><span data-offset-key="ej2vb-8-0"><span data-text="true">, as a team. We listen. We solve. We guide. We get it. And we’re excited to bring on a new team member to love.</span></span></div> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="ej2vb-0-0"> </div> </div> <div class="p" data-block="true" data-editor="40m9l" data-offset-key="ct6k5-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="ct6k5-0-0"><strong><span data-offset-key="ct6k5-0-0"><span data-text="true">We are requiring Support Engineers hired under this listing to work four ten-hour US overnight shifts either Sunday-Wednesday or Wednesday-Saturday. For training purposes, the selected candidate will work during the day US-East for three to six months before changing to overnight shifts. Candidates will be expected to work this shift for 18 months prior to consideration for other positions. Candidates will be required to undergo US Government background checks if selected, potentially including vetting for Public Trust.</span></span></strong></div> </div> <h3><strong>What You Will Be Doing</strong></h3> <ul> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-reset public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="40m9l" data-offset-key="5q0bj-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="5q0bj-0-0"><span data-offset-key="5q0bj-0-0"><span data-text="true">Providing an expert level of service to our US Federal customers</span></span></div> </li> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="40m9l" data-offset-key="e1iq4-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="e1iq4-0-0"><span data-offset-key="e1iq4-0-0"><span data-text="true">Ensuring technical customer issues are serviced within our contractual SLA, and managed to resolution</span></span></div> </li> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="40m9l" data-offset-key="4c8jl-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="4c8jl-0-0"><span data-offset-key="4c8jl-0-0"><span data-text="true">Maintain </span></span><span id="popover-trigger-:r22:" class="chakra-text css-1j6t0d7"><span data-offset-key="4c8jl-1-0"><span data-text="true">strong</span></span></span><span data-offset-key="4c8jl-2-0"><span data-text="true"> relationships with our customers for the delivery of technical support</span></span></div> </li> <li class="public-DraftStyleDefaul