[Hiring] Support Manager @Elastic

Role Description

The Support Manager will be responsible for overseeing the daily operations of our distributed technical support team, supporting our US Federal customers. This critical leadership role ensures the efficient management of customer inquiries, escalations, and technical issues. We are seeking a candidate who is creative, can inspire change, drive process optimization, maintain industry-leading customer satisfaction, and actively build a knowledge-sharing environment.

We are requiring the Support Manager hired under this listing to work US overnight shifts Monday-Friday. For training purposes, the selected candidate will work during the day US-East for three to six months before changing to overnight shifts. Candidates will be expected to work this shift for 18 months prior to consideration for other positions. Candidates will be required to undergo US Government background checks if selected, potentially including vetting for Public Trust.

What You Will Be Doing

• 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:
  • Enhance 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.
  • Manage continuity of the team's required overnight shift coverage (Sunday-Wednesday / Wednesday-Saturday) and the onboarding-to-overnight transition plan for new engineers.

Qualifications

• 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.

Bonus Points

• 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.

Compensation

Compensation for this role is in the form of base salary. This role does not have a variable compensation component. The typical starting salary range for new hires in this role is:

• $113,100 — $178,900 USD

The typical starting salary range for this role in select locations (including Seattle WA, Los Angeles CA, the San Francisco Bay Area CA, and the New York City Metro Area) is:

• $135,900 — $215,100 USD

Benefits

• 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.