Support Manager - 3rd Shift

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.

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.

• 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.

• 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…