Support Manager - 3rd Shift

Elastic; United States; Sur place; USD 120 000 - 180 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Leadership

Team development

Process optimization

Customer service excellence

Stakeholder management

Knowledge sharing

Description du poste

the company, 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 the company 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 — the company’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: