Support Manager (3rd Shift)

• 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 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
• 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

Benefits

• Toast to your health: Fully paid health coverage for you and your family, in many locations.
• Craft your calendar: Flexible location and schedule for most roles.
• Create space for you: Distributed by design workforce, plus generous number of vacation days each year.
• Embrace parenthood: Minimum of 16 weeks of parental leave, plus generous family formation benefits.
• Give back your time: 40 hours each year to use toward volunteering with organizations and causes you’re passionate about.
• Amplify your impact: Double your charitable giving — we match donations up to $1500 USD (or local currency equivalent).- 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
• 3+ years experience managing a team of Support Engineers in a geographically distributed environment
• Track record of effective leadership and change management
• Experience implementing or applying Knowledge Centered Service in a Support team (certification a plus)
• Proven ability to manage small-to-medium-sized projects with clear start and end goals (project management experience is a plus)
• 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
• A curiosity and drive to learn about Elastic products and services
• Exceptional communication skills and the ability to explain complex challenges clearly and empathetically to various audiences
• 5+ years experience in a customer-facing technical role, ideally customer support
• 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