About this Senior Manager, Support role at Elastic
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 Senior Support Manager will be responsible for overseeing the daily operations of our distributed technical support team, supporting our APJ 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.
What You Will Be Doing
- Lead and Develop a High-Performance Team (approx 10-15 Distributed Engineers): Cultivate a culture of accountability, continuous learning, and collaboration across your team supporting the APJ/India region.
- 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 for a major Sales region and be the definitive point of contact for 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.
What You Bring
- 5+ years experience in a customer-facing technical role, ideally customer support.
- 3+ years experience managing a team of 10 or more 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 Knowledge Centered Service in a Support team (certification a plus)
- Track record of effective leadership and change management
- A curiosity and drive to learn about Elastic products and services
- A genuine interest and care for the people you work with
Bonus Points
- Experience using data insights and AI in the digital support journey to enhance customer experience
- Knowledge of search technologies
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Additional Information - We Take Care of Our People
As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.
We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.
- Competitive pay based on the work you do here and not your previous salary
- Health coverage for you and your family in many locations
- Ability to craft your calendar with flexible locations and schedules for many roles
- Generous number of vacation days each year
- Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service
- Up to 40 hours each year to use toward volunteer projects you love
- Embracing parenthood with minimum of 16 weeks of parental leave
Different people approach problems differently. We need that. Elastic is an equal opportunity employer and is committed to creating an inclusive culture that celebrates different perspectives, experiences, and backgrounds. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.
We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email candidate_accessibility@elastic.co. We will reply to your request within 24 business hours of submission.
Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster)
Elasticsearch develops and distributes technology and information that is subject to U.S. and other countries’ export controls and licensing requirements for individuals who are located in or are nationals of the following sanctioned countries and regions: Belarus, Cuba, Iran, North Korea, Syria, or Russia, including the Ukrainian territories annexed by Russia (The Crimea region of Ukraine, The Donetsk People's Republic (DNR), The Luhansk People's Republic (LNR), Kherson or Zaporizhzhia). If you are located in or are a national of one of the listed countries or regions, an export license may be required as a condition of your employment in this role. Please note that national origin and/or nationality do not affect eligibility for employment with Elastic.
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