Overnight Federal Support Manager

Elasticsearch B.V.; Northern (KY); Hybrid; USD 113,000 - 179,000; Full time

Benefits offered by this job

Health coverage

Flexible schedules

Vacation days

Donate matching program

Volunteer hours

Parental leave

Job summary

Elastic is seeking a Support Manager to lead a distributed technical support team serving US Federal customers. You will drive process improvements, manage escalations, and ensure high customer satisfaction while maintaining strict confidentiality.

The role requires overnight US shifts (Mon-Fri), with initial day-shift training in US-East for 3–6 months, followed by 18 months on overnight rotations, coordinating with cross-functional partners to deliver exceptional service.

Qualifications

• 5+ years in a customer-facing technical role, ideally customer support.
• 3+ years leading a distributed Support Engineers team.
• Proven ability to manage small-to-medium projects with clear goals.
• Exceptional communication; ability to explain complex challenges clearly.
• Knowledge Centered Service experience or certification is a plus.

Responsibilities

• Lead and develop a high-performance, distributed engineering support team.
• Drive continuous improvement of support processes, policies, and systems.
• Ensure operational excellence with timely, professional technical support.
• Serve as overnight liaison for US Federal customers and escalations.
• Collaborate across Product, Sales, and Eng/Sec to improve service delivery.
• Own strategic projects and change management initiatives.
• Oversee adherence to SLAs and confidentiality for US Federal engagements.

Skills

Customer-facing tech role

Team management

Project management

Communication skills

Knowledge Centered Service

Leadership

Curiosity about Elastic

Confidentiality

Job description

Elastic is seeking a Support Manager to lead a distributed technical support team serving US Federal customers. You will drive process improvements, manage escalations, and ensure high customer satisfaction while maintaining strict confidentiality.

The role requires overnight US shifts (Mon-Fri), with initial day-shift training in US-East for 3–6 months, followed by 18 months on overnight rotations, coordinating with cross-functional partners to deliver exceptional service.