Open role
Ransomware hides inside data your security stack never inspects. Elastio closes that gap. Our Hunt Engine performs Deep File Inspection across live, replicated, and backup data to find threats before they destroy recovery options. The outcome: Verified Data your team can trust, and Provable Recovery you can demonstrate to leadership before an attack happens.
We are seeking a Senior Support Representative to join our customer operations team. This role supports enterprise customers running Elastio in complex on-prem and cloud environments. You will act as a technical escalation point, help customers troubleshoot critical issues, and work closely with engineering and product teams to resolve problems and improve the platform. This role requires strong technical depth, clear communication, and experience supporting infrastructure and security products.
Customer support
Provide advanced technical support for Elastio customers across on-prem and cloud environments.
Issue troubleshooting
Diagnose and resolve complex issues involving virtualization, storage, backups, and cloud infrastructure.
Escalation management
Act as a senior escalation point. Drive issues to resolution and keep customers informed throughout.
Cross-team collaboration
Work closely with engineering, product, and DevOps teams to debug issues and deliver fixes.
Incident response
Support customers during high-severity events, including ransomware incidents and recovery operations.
Documentation and knowledge sharing
Create and improve internal and customer-facing documentation, runbooks, and FAQs.
Product feedback
Provide structured feedback to product and engineering based on customer issues and observed patterns.