Support Manager - 3rd Shift

About this 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 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

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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.

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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.

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Ensure Operational Excellence: Manage team performance through behavior assessment. Ensure quality, timely and professional delivery of technical support that consistently exceeds customer expectations.

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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.

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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.

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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.

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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

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5+ years experience in a customer-facing technical role, ideally customer support.

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3+ years experience managing a team of Support Engineers in a geographically distributed environment.

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Proven ability to manage small-to-medium-sized projects with clear start and end goals (project management experience is a plus).

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Exceptional communication skills and the ability to explain complex challenges clearly and empathetically to various audiences.

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Experience implementing or applying Knowledge Centered Service in a Support team (certification a plus).

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Track record of effective leadership and change management.

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A curiosity and drive to learn about Elastic products and services.

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A genuine interest and care for the people you work with.

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Ability to operate with heightened discretion and confidentiality, consistent with supporting US Federal customers and data

Bonus Points

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Experience using data insights and AI in the digital support journey to enhance customer experience.

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Knowledge of search technologies.

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Experience supporting US Government entities in some capacity

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

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