Designated Support Engineer

The Designated Support Engineer is there to ensure that whenever you encounter an issue or have a question about Elastic you have an Expert who is a familiar face to help you get the answers you need.

They will work with you during your onboarding and throughout your time together to familiarize themselves with your business goals to speed up diagnosis and resolution of cases.

The Designated Support Engineer will keep in touch through a regular cadence of meetings and reports to ensure you are on the right track. Working in lockstep with the rest of the Elastic Account team ensures your partnership with Elastic can be ever more successful and allows us to advocate for the issues that matter to you.

The key activities the DSE will be responsible for are: · Technical onboarding support · Monthly case reports outlining trends and helping to identify root causes and recommendations to resolve. · Monthly catch ups to discuss prior cases and upcoming plans · Key Business Milestone check ins (e.g., in preparation for go live or upgrades). · Internal advocacy on customer-critical issues. · Assignment of all applicable cases raised during the DSE’s available hours.

NOTE: The Designated Support Engineer is purchased for up to 25 hours of work per month which covers the regular proactive activities in addition to the handling of support cases. Should more than this be required by your use case, additional SKU increments can be used to reduce the customer ratio / increase monthly hours.