Senior Customer Engineer

4 weeks ago


Detroit, Michigan, United States Elastic Full time

Elastic is a leading provider of search, observability, and security solutions built on a unified technology stack. As a Senior Customer Engineer, you will play a critical role in ensuring the technical success of our newest customers.

The ideal candidate will have a proven track record of working in fast-paced environments, guiding customers through the adoption of Elastic's solutions. This role will also support our efforts to scale our approach to remediating customer friction points.

Key Responsibilities:

  • Serve as a technical point of contact for Elastic customers across the breadth of the Elastic customer journey.
  • Work in a pooled model to triage and take customer requests.
  • Lead engagements with a subset of Elastic's most critical new Cloud customers on a 1:1 basis, guiding them through a successful onboarding process.
  • Provide technical, architectural, and best practice guidance to customers.
  • Understand the breadth of Elastic's services and support offerings to make suggestions to customers based on their use case.
  • Identify customer friction points through customer interaction and provide feedback on programmatic remediation.
  • Use customer adoption and retention metrics to inform your team strategy.
  • Report back on common themes in customer interactions to inform how we structure and iterate our customer engagement model.
  • Author 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.

Requirements:

  • A Bachelor's degree or its equivalent with at least 8 years of relevant industry experience.
  • At least 2+ years 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.
  • A self-starter who is able to analyze current processes and develop ideas based on a deep understanding of how customers engage with products.
  • The ability to inspire groups both large and small.
  • The 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.

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