Transform your support experience with Elastic

The Designated Support Engineer service is a premium support offering that provides your business with a personalized support experience. Unlike traditional support, where customers interact with different support engineers for each issue, a designated support engineer offers a single point of contact with knowledge of your business, your use case, and your technical environment. This service is especially beneficial for organizations with mission-critical systems, complex software integrations, or unique technical requirements.

The key features and benefits of the service include:

Personalized assistance

• DSEs are assigned to only a few customers, allowing them the time and space to develop a deep understanding of your infrastructure, business goals, and operational challenges.

• This personalized approach enables DSEs to provide assistance relevant to your use case, saving time and minimizing disruptions to your operations.

Proactive problem solving

• DSEs take a proactive stance by identifying potential issues before they escalate.

• Through continuous monitoring and analysis, DSEs can anticipate problems, suggest preventive measures, and ensure system stability.

Rapid issue resolution

• You will benefit from expedited issue resolution due to the engineer's familiarity with your system.

• The quick response time minimizes downtime, ensuring that your business can maintain operational continuity.

Knowledge transfer 

• DSEs are available to your team for Q&A sessions to help impart valuable knowledge and insights.

• They share best practices with your team, empowering them to handle common issues independently.

Cross-functional coordination

• In complex technical environments, issues often require collaboration between multiple internal teams.

• The DSE facilitates communication and coordination with your account team across multiple teams within Development, Product Management, and Customer Success, ensuring a unified and efficient approach to solving problems.

Feedback loop

• The DSE acts as a customer ambassador within Elastic to ensure your feedback and insights reach the right teams quickly. 

• This continuous feedback helps improve products, services, and internal processes that lead to a more responsive and customer-centric approach.

Hear what one of our customers has to say: