Support Manager - 3rd Shift

United StatesFull-time$113k2026-10-01 → 2026-11-10

Based in United States

Core

Oversee daily operations of a distributed technical support team serving US Federal customers, managing escalations, SLAs, and team performance.

Role type

Senior Support Manager (US Federal)

Builds

High-performance support operations for US Government clients

Domain

IT Support / US Federal Government

Deliverable

client delivery

Required skills

Team leadership, process optimization, project management, change management, SLA management, confidentiality handling

Preferred skills

Knowledge Centered Service (KCS) certification, data insights/AI in support, search technologies knowledge, US Government support experience

Technologies

Elastic Search AI Platform

Responsibilities

Lead and develop a high-performance distributed team of 8 engineers; Drive continuous improvement in support efficiency and processes; Manage critical relationships and escalations for US Federal customers; Ensure operational excellence and team performance; Own strategic projects to improve service delivery; Ensure federal program compliance and overnight shift coverage.

Seniority

Senior, hands-on IC with leadership

About Elastic

Elastic is looking for a Paid Social Analyst to join the Digital Marketing Team, focused on supporting the execution of paid social campaigns and operational initiatives. We are seeking a data-driven, detail-oriented Paid Social Analyst based in Costa Rica to join our growing digital marketing team. In this role, you will be tasked with the end-to-end execution, optimization, and reporting of our paid social campaigns.