Senior Customer Engineer

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.

Elastic is an open source 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 are looking for a Senior Customer 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 also support our one to many and one to few efforts as we scale our approach to remediating customer friction points.

What you will be doing:

• Serving as a technical point of proactively engaging Elastic customers across the breadth of the Elastic customer journey
• Working in a pooled model triaging and taking customer requests
• Lead some engagements with a subset of Elastic’s most critical new Cloud customers on a 1:1 basis guiding them through a successful onboarding process
• Providing 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 
• Using customer adoption and retention metrics to inform your team strategy
• Reporting back on common themes in customer interactions to inform how we structure and iterate our customer engagement model
• Authoring material for internal and customer facing Knowledge Base articles based on impactful themes identified from customer interactions
• Deliver periodic customer facing webinars on some of the above themes

What you bring along:

• A Bachelor’s degree or its equivalent with at least 8 yrs of relevant industry experience
• At least 2+ yrs of experience working with the Elastic Stack in a technical capacity
• A track record of technical success in a customer facing environment
• A demonstrable ability to articulate the benefits of modern platforms, software and technology
• 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
• The ability to inspire groups both large and small 
• Ability to learn new technologies quickly
• A background as an engineer or developer who loves working with other developers to get the most out of their deployments

Bonus points:

• Experience working in a growing global organization

#LI-CW1

Compensation for this role is in the form of base salary.  This role does not have a variable compensation component.  

The typical starting salary range for new hires in this role is listed below.  In select locations (including Seattle WA, Los Angeles CA, the San Francisco Bay Area CA, and the New York City Metro Area), an alternate range may apply as specified below. 

These ranges represent the lowest to highest salary we reasonably and in good faith believe we would pay for this role at the time of this posting.  We may ultimately pay more or less than the posted range, and the ranges may be modified in the future.  

An employee's position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, geographic location, performa