Senior Manager, Support

## Responsibilities - Lead and develop a high-performance team (approx 10-15 distributed engineers) cultivating a culture of accountability, continuous learning, and collaboration across the 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 by managing team performance through behavior assessment, ensuring quality, timely, and professional delivery of technical support that consistently exceeds customer expectations. - Manage critical relationships and escalations by serving as a key liaison for a major Sales region and being the definitive point of contact for internal and external customer escalations. - Act as an internal partner by building and leveraging 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 by leading and participating in important support initiatives designed to improve service delivery and the overall customer support experience with responsibility for effective change management. ## Requirements - 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. ## Nice to Have - Experience using data insights and AI in the digital support journey to enhance customer experience. - Knowledge of search technologies. ## Benefits - 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 a minimum of 16 weeks of parental leave. 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. 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 protected category.