Curriculum Support Engineer

<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> <p>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.</p> <h3><strong>What You Will Be Doing</strong></h3> <ul> <li><strong>Platform Support</strong>: Provide first-level technical support for Instruqt workshops, troubleshooting sandbox environments, track configurations, and workshop setup issues</li> <li><strong>Customer Assistance</strong>: Help field engineers, sales teams, and customers resolve workshop access problems, environment connectivity issues, and platform navigation challenges</li> <li><strong>Documentation Maintenance</strong>: Update and maintain field support documentation, FAQs, troubleshooting guides, and best practices based on recurring support issues</li> <li><strong>Ticket Management</strong>: Respond to support tickets within SLA timeframes, escalate complex issues appropriately, and maintain detailed case records</li> <li><strong>Workshop Monitoring</strong>: Monitor active workshops for technical issues, assist with real-time troubleshooting during customer engagements, and support workshop instructors</li> <li><strong>Knowledge Base Management</strong>: Contribute to internal knowledge bases, create step-by-step guides, and document solutions for common problems</li> <li><strong>Platform Testing</strong>: Perform testing of workshop environments, validate track functionality, and verify sandbox presets work correctly</li> <li><strong>Cross-team Collaboration</strong>: Work closely with Curriculum Engineering, Sales Engineering, and Product teams to resolve technical issues and improve platform reliability</li> <li><strong>User Enablement</strong>: Guide users through workshop setup processes, provide training on platform features, and ensure optimal user experience</li> </ul> <h3>What You Bring</h3> <ul> <li><strong>Knowledge on Tools: </strong> <ol> <li>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</li> <li>General knowledge of virtualization and containerization platforms</li> <li>General knowledge of Elasticsearch products to include, but not limited to, Kibana, Elasticsearch, Security Application, Elastic Agent, etc.</li> </ol> </li> <li><strong>Technical Problem-Solving</strong>: Strong analytical thinking and systematic approach to troubleshooting technical issues across web platforms, cloud environments, and enterprise software</li> <li><strong>Communication Skills</strong>: Excellent written and verbal communication with ability to explain technical concepts clearly to both technical and non-technical users in English</li> <li><strong>Sense of Urgency</strong>: Demonstrated ability to prioritize effectively, respond quickly to critical issues, and maintain composure under pressure when solving technical issues</ ... (truncated, view full listing at source)