Senior Support Engineer - 3rd Shift

This is a Fully Remote Job About Our Client: 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. About the Opportunity: 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 Range and Compensation Package: 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 Includes company-matched 401(k) up to 6% of eligible earnings Benefits & Perks: Company-matched 401(k) retirement plan Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.