Support Manager - 3rd Shift

Gomyneed Private Limited; United States; On-site; USD 113,000 - 179,000; Full time

Job summary

Elastic is hiring a Support Manager for the 3rd shift in the United States. This on-site leadership role oversees a distributed team of 8+ engineers, driving support quality and federal program compliance.

You will collaborate with product, sales and services, manage escalations overnight for US Federal customers, and implement improvements to support processes, policies and metrics.

Qualifications

• 5+ years experience in a customer-facing technical role.
• 3+ years experience managing a team of Support Engineers.
• Proven ability to manage small-to-medium-sized projects with clear goals.

Responsibilities

• Lead and develop a high-performance team of engineers.
• Improve support efficiency, policies, and processes.
• Manage critical relationships and overnight escalations for US Federal customers.
• Collaborate with Product, Sales, Professional Services, and Engineering.

Skills

Team leadership

Customer-facing

Project management

Cross-functional collaboration

Job description

# Support Manager - 3rd ShiftElastic United States Full-timeFull-timeCustomer Support---## About this roleElastic is hiring a Support Manager - 3rd Shift (United States). This is an on-site customer support role listed on the official Elastic careers site.About the Role: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...Key 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...• Drive Continuous Improvement by enhancing support efficiency, policy, processes, and systems, adopting a growth mindset to unlock potential and fundamentally elevate the customer and...• 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...• 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...Requirements & Details:• Own Strategic Projects: Lead and participate in important support initiatives designed to improve service delivery and the overall customer support experience with responsibility for...• Ensure Federal Program Compliance & Coverage: Oversee adherence to contractual SLAs and confidentiality requirements specific to US Federal engagements, including managing continuity of the...• 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)Salary: $113,100 — $178,900Job Type: Full-timeWork Mode: On-siteApply directly on the Elastic careers page using the Apply button.