Support Manager - 3rd Shift

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, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.

What is The Role:

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 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 (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, including managing continuity of the team's required overnight shift coverage (Sunday-Wednesday / Wednesday-Saturday) and the onboarding-to-overnight transition plan for new engineers.

What You Bring:

• 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

Additional Information - We Take Care of Our People:

As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.

We strive to have parity of benefits across regions, and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

• 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

Different people approach problems differently. We need that. Elastic is an equal opportunity employer and is committed to creating an inclusive culture that celebrates different perspectives, experiences, and backgrounds. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.

We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email [e-mail]. We will reply to your request within 24 business hours of submission.

Applicants have rights under Federal Employment Laws and can view the following posters linked below:

Family and Medical Leave Act (FMLA) Poster

Employee Polygraph Protection Act (EPPA) Poster

Elasticsearch develops and distributes technology and information that is subject to U.S. and other countries’ export controls and licensing requirements for individuals who are located in or are nationals of the following sanctioned countries and regions: Belarus, Cuba, Iran, North Korea, Syria, or Russia, including the Ukrainian territories annexed by Russia (The Crimea region of Ukraine, The Donetsk People's Republic (DNR), The Luhansk People's Republic (LNR), Kherson or Zaporizhzhia). If you are located in or are a national of one of the listed countries or regions, an export license may be required as a condition of your employment in this role. Please note that national origin and/or nationality do not affect eligibility for employment with Elastic.

Please see for our Privacy Statement.

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 listed below. In select locations (including Seattle WA, Los Angeles CA, the San Francisco Bay Area CA, and the New York City Metro Area), an alternate range may apply as specified below.

These ranges represent the lowest to highest salary we reasonably and in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the ranges may be modified in the future.

An employee's position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, geographic location, performance, and business or organizational needs.

Elastic believes that employees should have the opportunity to share in the value that we create together for our shareholders. Therefore, in addition to cash compensation, this role is currently eligible to participate in Elastic's stock program. Our total rewards package also includes a company-matched 401k with dollar-for-dollar matching up to 6% of eligible earnings, along with a range of other benefits offered with a holistic emphasis on employee well-being.

The typical starting salary range for this role is:

$113,100—$178,900 USD

The typical starting salary range for this role in the select locations listed above is:

$135,900—$215,100 USD