Curriculum Support Engineer

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. What is The Role The Level 1 Curriculum Support Engineer provides technical support for Elastic's customer education and workshop platforms, primarily Instruqt and Elastic products. This role serves as the first point of contact for users experiencing technical issues, maintains support documentation, and ensures smooth delivery of hands-on learning experiences for customers and internal teams. What You Will Be Doing Platform Support: Provide first-level technical support for Instruqt workshops, troubleshooting sandbox environments, track configurations, and workshop setup issues Customer Assistance: Help field engineers, sales teams, and customers resolve workshop access problems, environment connectivity issues, and platform navigation challenges Documentation Maintenance: Update and maintain field support documentation, FAQs, troubleshooting guides, and best practices based on recurring support issues Ticket Management: Respond to support tickets within SLA timeframes, escalate complex issues appropriately, and maintain detailed case records Workshop Monitoring: Monitor active workshops for technical issues, assist with real-time troubleshooting during customer engagements, and support workshop instructors Knowledge Base Management: Contribute to internal knowledge bases, create step-by-step guides, and document solutions for common problems Platform Testing: Perform testing of workshop environments, validate track functionality, and verify sandbox presets work correctly Cross-team Collaboration: Work closely with Curriculum Engineering, Sales Engineering, and Product teams to resolve technical issues and improve platform reliability User Enablement: Guide users through workshop setup processes, provide training on platform features, and ensure optimal user experience What You Bring Knowledge on Tools: General knowledge of Windows or Linux command line tools (bash, PowerShell, etc) and operating systemsGeneral knowledge of programming languages (and related ecosystem and libraries) in Windows or Linux/Unix environment, software development, and/or experience with search, databases and distributed system General knowledge of virtualization and containerization platforms General knowledge of Elasticsearch products to include, but not limited to, Kibana, Elasticsearch, Security Application, Elastic Agent, etc. Technical Problem-Solving: Strong analytical thinking and systematic approach to troubleshooting technical issues across web platforms, cloud environments, and enterprise software Communication Skills: Excellent written and verbal communication with ability to explain technical concepts clearly to both technical and non-technical users in English Sense of Urgency: Demonstrated ability to prioritize effectively, respond quickly to critical issues, and maintain composure under pressure when solving technical issues Customer Service Mindset: Experience providing technical support with patience, empathy, and focus on user success Platform Experience: Familiarity with cloud platforms, containerized environments, or hands-on lab platforms (Instruqt experience preferred but not required) Documentation Skills: Strong technical writing abilities with experience creating and maintaining user guides, FAQs, and troubleshooting documentation Collaboration: Ability to work effectively with cross-functional teams and supporting field-facing colleagues; previous experience valued Learning Agility: Quick learner who can rapidly acquire knowledge of new platforms, tools, and Elastic product ecosystem Time Management: Ability to handle multiple concurrent support cases while maintaining quality and meeting response time commitments Initiative: Self-starter who can identify process improvements and proactively address recurring issues Note: While a formal degree is not required, candidates must demonstrate the technical aptitude, communication skills, and urgency needed to excel in a fast-paced support environment. Additional Information - We Take Care of Our People As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do. We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do. Competitive pay based on the work you do here and not your previous salary Health coverage for you and your family in many locations Ability to craft your calendar with flexible locations and schedules for many roles Generous number of vacation days each year Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service Up to 40 hours each year to use toward volunteer projects you love Embracing parenthood with minimum of 16 weeks of parental leave Different people approach problems differently. We need that. Elastic is an equal opportunity employer and is committed to creating an inclusive culture that celebrates different perspectives, experiences, and backgrounds. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation. We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email candidate_accessibility@elastic.co. We will reply to your request within 24 business hours of submission. 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