Case Study: Elastic scales support and captures institutional knowledge with Stack Overflow for Teams

Elastic gives back hours a day to employees, by revamping the Support-to-Engineering pipeline

Elastic, the search company behind Elasticsearch, Kibana and Elastic Cloud Enterprise, struggled as it scaled: support knowledge was fragmented across GitHub issues, Slack and a read-only Elasticsearch wiki, making answers hard to find, hard to vote on, and difficult to reuse for proprietary enterprise features. To tame repeated escalations and preserve institutional knowledge, Elastic turned to Stack Overflow (Stack Overflow for Teams), a tool already familiar to its engineers.

Using Stack Overflow as an internal Q&A hub, Elastic organized knowledge with tags, upvotes and searchable archives and set up digests so developers could see top questions and answers. Stack Overflow helped reduce duplicate escalations and developer context switching, allowed support engineers to resolve many recurring issues without involving engineering, and created a feedback loop that feeds product and roadmap decisions—preserving soft skills and making answers easier to find and act on.

Elastic

Suyog Rao

Director of Engineering