Overnight US Federal Support Manager

Elastic; United States; Remote; USD 113,000 - 179,000; Full time

Benefits offered by this job

Stock program

401k matching

Health coverage

Flexible locations & schedules

Generous vacation days

Donation matching

Volunteer hours

Parental leave

Job summary

Elastic is seeking a Support Manager to oversee a distributed technical support team serving US Federal customers. You will lead eight engineers, drive process improvements, and ensure exceptional support with overnight coverage and strict confidentiality.

Candidates must manage escalations and collaborate with Product, Sales, and Engineering to enhance service delivery. The role requires 5+ years in customer-facing tech roles and 3+ years of team leadership, with a focus on compliant

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.
• Exceptional communication skills and the ability to explain complex challenges clearly and empathetically.
• Experience implementing or applying Knowledge Centered Service in a Support team.
• 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.

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 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 and the onboarding-to-overnight transition plan for new engineers.

Skills

Customer-facing

Team management

Project management

Communication

KCS

Leadership

Curiosity

Confidentiality

Job description

Elastic is seeking a Support Manager to oversee a distributed technical support team serving US Federal customers. You will lead eight engineers, drive process improvements, and ensure exceptional support with overnight coverage and strict confidentiality.

Candidates must manage escalations and collaborate with Product, Sales, and Engineering to enhance service delivery. The role requires 5+ years in customer-facing tech roles and 3+ years of team leadership, with a focus on compliant