Opportunity at
ElasticSupport Manager - 3rd Shift
Elastic has an opening for a Support Manager on a third-shift schedule. The person leads the daily running of a distributed technical support group that works…
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About This Role
Elastic has an opening for a Support Manager on a third-shift schedule. The person leads the daily running of a distributed technical support group that works with US Federal customers, balancing people leadership against service levels, contract obligations and strict confidentiality. The listing is full-time, on-site and based in the United States. Responsibilities center on the stream of customer questions, escalations and technical problems the team receives. The manager pushes…
Job Description
Elastic has an opening for a Support Manager on a third-shift schedule. The person leads the daily running of a distributed technical support group that works with US Federal customers, balancing people leadership against service levels, contract obligations and strict confidentiality. The listing is full-time, on-site and based in the United States.
Responsibilities center on the stream of customer questions, escalations and technical problems the team receives. The manager pushes for high-quality, timely answers and drives process and policy changes that make support run better. Managing the people side of that change, and building a culture where engineers keep learning and share what they know, are also expected.
The schedule runs overnight in the US, Monday through Friday. Newcomers spend their first three to six months training during daytime hours in US-East before moving to nights. The posting also states that whoever takes this role must remain on the overnight rotation for 18 months before applying for other openings.
Elastic presents itself as the Search AI Company, offering a platform that helps organizations find answers across every type of data. The manager collaborates with staff in Product, Sales, Professional Services and Engineering. A strong candidate has years of customer-facing technical work behind them, has led engineers across several locations, and treats sensitive federal information with care.
Responsibilities
- Run the daily operations of a distributed support group serving US Federal customers
- Keep the flow of inquiries, escalations and technical problems moving at a high standard
- Lead, coach and evaluate eight distributed support engineers
- Act as the overnight contact for federal customers and for escalations raised internally or externally
- Push improvements to processes, policies and tools that raise support efficiency
- Work with Product, Sales, Professional Services and Engineering so support delivery stays coordinated
- Drive support projects and guide teams through the changes they bring
- Protect federal contract service levels, confidentiality rules and overnight staffing, including the onboarding path for new engineers
Requirements
- Five or more years working with customers in a technical capacity, ideally in support
- At least three years leading support engineers spread across different locations
- Clear, empathetic communication that makes complicated issues understandable to varied audiences
- Proven leadership and experience guiding organizational change
- Interest in Elastic's products and sincere concern for the team's wellbeing
- Discretion and strict confidentiality when handling sensitive matters
- Availability for overnight US hours running Monday to Friday
- Agreement to pass US Government background screening, which may include Public Trust review
Qualifications
- Hands-on use of Knowledge Centered Service inside a support organization (a certification is a bonus)
- Experience running small or mid-sized projects that have defined start and end dates
- Skill in drawing insight from data and using AI to strengthen digital support
- Familiarity with search technology
- Past work with US Government agencies
Core Skills
Benefits
- 401(k) plan the company matches dollar for dollar, up to 6% of eligible pay
- Eligibility to take part in Elastic's stock program
- Health coverage for employees and their families in many locations
- Flexible work locations and schedules in many positions
- Ample vacation days every year
- Company match on personal donations and volunteer service, up to $2,000 or the local-currency equivalent
- Up to 40 hours a year to spend on volunteer work
- Parental leave of at least 16 weeks
- Pay based on the work performed rather than previous salary
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this job remote or on-site?
It is listed as on-site in the United States, with overnight US hours from Monday to Friday.
What experience does the posting ask for?
The posting wants five or more years working with customers in a technical capacity, and at least three years leading support engineers across locations.
Is a background check required?
Selected applicants must clear US Government background checks, which may extend to Public Trust vetting.
What does the posting say about pay?
The typical starting base salary is listed as $113,100 to $178,900 USD. In select locations such as Seattle, Los Angeles, the San Francisco Bay Area and New York City, the posted range is $135,900 to $215,100 USD. There is no variable pay.
How do I apply?
The posting does not describe an application process or deadline.
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