Senior Support Representative, Onboarding

Elastic is hiring a Senior Support Representative, Onboarding to join our fully remote team in the United States. As a Senior Support Representative, Onboarding, you'll help customers succeed and resolve issues with empathy. This is a part-time, work-from-home role open to candidates across the US (Remote — US (PST)). About the role You'll help customers succeed and resolve issues with empathy, partnering with a friendly, distributed team across US time zones. We care about outcomes over hours and give you the autonomy, tools, and support to do your best work from home. What you'll do: • Escalate bugs and feedback to product teams • Respond to customer questions via chat, email, and tickets • Maintain high customer satisfaction scores • Document solutions and improve help content • Troubleshoot and resolve product issues What we offer: • Generous paid time off and company holidays • Flexible working hours across US time zones • Home office and wellness stipends • 100% remote, work-from-anywhere-in-the-US culture • Comprehensive medical, dental, and vision coverage How we work We're remote-first and async-friendly. Expect clear documentation, regular feedback, supportive teammates, and real opportunities to grow your career. Elastic is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone.

Minimum qualifications: • 5+ years of relevant experience • Comfort with support tools (Zendesk, Intercom) • Empathy and patience • Ability to learn products quickly • Reliable home internet and a quiet workspace Nice to have: • Experience in a fast-paced, high-growth environment • Familiarity with modern collaboration tools (Slack, Notion, Linear)