ElasticElastic logo - Support Manager
Requirements
• 5+ years experience in a customer-facing technical role, ideally customer support. • 3+ years experience managing a team of Support Engineers in a geographically distributed environment. • Proven ability to manage small-to-medium-sized projects with clear start and end goals (project management experience is a plus). • Exceptional communication skills and the ability to explain complex challenges clearly and empathetically to various audiences. • Experience implementing or applying Knowledge Centered Service in a Support team (certification a plus). • Track record of effective leadership and change management. • A curiosity and drive to learn about Elastic products and services. • A genuine interest and care for the people you work with. • Ability to operate with heightened discretion and confidentiality, consistent with supporting US Federal customers and data • Experience using data insights and AI in the digital support journey to enhance customer experience. • Knowledge of search technologies. • Experience supporting US Government entities in some capacity • Additional Information - We Take Care of Our People: • As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do. • We strive to have parity of benefits across regions, and while regulations differ from place to place, we believe taking care of our people is the right thing to do. • Competitive pay based on the work you do here and not your previous salary • Health coverage for you and your family in many locations • Ability to craft your calendar with flexible locations and schedules for many roles • Generous number of vacation days each year • Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service • Up to 40 hours each year to use toward volunteer projects you love • Embracing parenthood with a minimum of 16 weeks of parental leave
Responsibilities
• Lead and Develop a High-Performance Team (8 Distributed Engineers): Cultivate a culture of accountability, continuous learning, and collaboration across your team supporting the US Federal Customers and regions aligned with your Engineers’ working hours. • Drive Continuous Improvement by enhancing support efficiency, policy, processes, and systems, adopting a growth mindset to unlock potential and fundamentally elevate the customer and employee experience. • Ensure Operational Excellence: Manage team performance through behavior assessment. Ensure quality, timely and professional delivery of technical support that consistently exceeds customer expectations. • Manage Critical Relationships & Escalations: Serve as a key liaison overnight for US Federal customers and be the definitive point of contact for overnight internal and external customer escalations. • Act as an Internal Partner: Build and leverage strong relationships across the global Support team and cross-functional partners (Product, Sales, Professional Services, Engineering) to drive coordinated support and service delivery. • Own Strategic Projects: Lead and participate in important support initiatives designed to improve service delivery and the overall customer support experience with responsibility for effective change management. • Ensure Federal Program Compliance & Coverage: Oversee adherence to contractual SLAs and confidentiality requirements specific to US Federal engagements, including managing continuity of the team's required overnight shift coverage (Sunday-Wednesday / Wednesday-Saturday) and the onboarding-to-overnight transition plan for new engineers.
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