Support Manager - 3rd Shift

Elastic·United Statesmid

In short

→Gestiona un equipo técnico distribuido que atiende clientes federales de EE.UU. en turno nocturno.
→Diriges operaciones diarias, escalaciones y mejora de procesos con enfoque en satisfacción del cliente.
→Requiere traslado a turno nocturno durante 18 meses tras entrenamiento diurno.

Fluent English communication required

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The questions they'll ask you

1. ¿Cómo estructurarías un proceso de escalación para un incidente crítico en el entorno de Elastic Stack?

🔒 +7 more questions

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💵 USD · Remote · No visa

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What they ask for

✓Liderazgo de equipo técnico distribuido
✓Experiencia en soporte técnico con enfoque en clientes
✓Capacidad de gestionar escalaciones complejas
✓Disponibilidad para turno nocturno (M-V)
✓Habilidades de comunicación clara en inglés
✓Preparación para verificación de seguridad gubernamental (Public Trust)

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Elastic StackKibanaLogstashBeatsElasticsearchREST APIsIssue Tracking SystemsSlackJiraConfluence

Who should you write to at Elastic?

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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 • 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. <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="enubd" data-offset-key="457m

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