Geena Rollins, a senior principal software engineer at Symantec, underscores the significant benefits of engaging with Elastic's dedicated support, highlighting her journey from being a new user to an Elasticsearch expert at a company with 10,000 employees. Despite her extensive background in search technology and a PhD in computer science, Geena finds the support and training from Elastic invaluable for tackling complex scenarios and avoiding potential pitfalls. Elastic's support, exemplified through her collaboration with support engineer Greg Nieman, has facilitated Symantec's transition from Solr to Elasticsearch, optimizing their search functions and addressing challenges like slow queries and search rejections. This partnership has not only enhanced Geena's expertise but also empowered her to consult effectively across various Norton Engineering product groups, underscoring the ongoing value of technical mentorship and educational support in utilizing Elasticsearch within Symantec's operations.