Overnight Federal Support Manager

Elastic; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Elastic is seeking a Support Manager to oversee the daily operations of our distributed technical support team supporting US Federal customers. The role requires leadership of eight engineers, development of a culture of accountability and continuous learning, and a focus on customer satisfaction.

You will drive process improvements, manage escalations, and partner with Product, Sales, and Professional Services to enhance service delivery.

Qualifications

• Experience leading distributed technical support teams.
• Experience supporting US Federal customers preferred.
• Willingness to work US overnight shifts Monday–Friday; training window during day US-East for 3–6 months.

Responsibilities

• Lead and develop a high‑performance team of engineers.
• Drive continuous improvement of support processes, policies and systems.
• Ensure operational excellence in quality and timely delivery of support.
• Manage critical relationships and escalations with overnight focus for US Federal customers.
• Collaborate with Product, Sales, Professional Services and Engineering to improve service delivery.

Skills

Leadership

Team development

Process optimization

Customer service excellence

Stakeholder management

Knowledge sharing

Job description

Elastic is seeking a Support Manager to oversee the daily operations of our distributed technical support team supporting US Federal customers. The role requires leadership of eight engineers, development of a culture of accountability and continuous learning, and a focus on customer satisfaction.

You will drive process improvements, manage escalations, and partner with Product, Sales, and Professional Services to enhance service delivery.