Federal Support Operations Lead (Overnight)

Elastic; Mountain View (CA); Remote; USD 113,000 - 179,000; Full time

Benefits offered by this job

Health coverage

Flexible schedules

Generous vacation

Donation matching

Volunteer hours

Parental leave

Job summary

Elastic is seeking a Support Manager to lead a distributed team serving US Federal customers, ensuring top-tier support during overnight shifts. You will drive process improvements, manage escalations, and build a knowledge-sharing culture across cross-functional partners to enhance service delivery.

The role requires 5+ years in customer-facing technical roles and 3+ years leading engineers in a distributed setting, with strong communication and project leadership abilities.

Qualifications

• 5+ years experience in a customer-facing technical role.
• 3+ years experience managing a team of Support Engineers in a distributed environment.
• Proven ability to manage small-to-medium-sized projects with clear start and end goals.
• Exceptional communication skills to explain complex challenges clearly and empathetically.
• Experience implementing Knowledge Centered Service in a Support team (certification a plus).
• Track record of effective leadership and change management.

Responsibilities

• Lead and develop a High-Performance Team (8 distributed engineers) across US Federal customers.
• Drive continuous improvement in support efficiency, policies, and processes.
• Ensure operational excellence with quality, timely, professional technical support.
• Manage critical relationships and escalations as overnight liaison for US Federal customers.
• Partner with Product, Sales, Professional Services, and Engineering for coordinated delivery.
• Own strategic projects to improve service delivery and the customer experience.

Skills

Leadership

People management

Project management

Customer communication

KCS (Knowledge Centered Service)

Change management

Confidentiality

AI in support

Job description

Elastic is seeking a Support Manager to lead a distributed team serving US Federal customers, ensuring top-tier support during overnight shifts. You will drive process improvements, manage escalations, and build a knowledge-sharing culture across cross-functional partners to enhance service delivery.

The role requires 5+ years in customer-facing technical roles and 3+ years leading engineers in a distributed setting, with strong communication and project leadership abilities.