Technical Support Manager • Lead

Who you are

You have a proven track record in technical support management, with experience leading distributed teams and ensuring high levels of customer satisfaction. You are creative and can inspire change, driving process optimization while maintaining a focus on operational excellence. Your leadership style cultivates a culture of accountability and continuous learning, enabling your team to thrive in a dynamic environment. You understand the importance of knowledge sharing and actively promote it within your team to enhance overall performance. You are adept at managing escalations and technical issues, ensuring that customer inquiries are handled efficiently and effectively. Your experience in supporting diverse customer bases, particularly in the EMEA region, equips you with the skills to navigate complex customer needs and expectations.

What you'll do

In this role, you will lead and develop a high-performance technical support team of 10-15 engineers, fostering collaboration and accountability. You will drive continuous improvement initiatives to enhance support efficiency, policies, processes, and systems, adopting a growth mindset to unlock potential within your team. You will ensure operational excellence by managing team performance through metrics and feedback, focusing on elevating the customer and employee experience. Your responsibilities will include overseeing daily operations, managing customer inquiries and escalations, and implementing best practices in technical support. You will work closely with cross-functional teams to ensure alignment and effective communication, contributing to the overall success of the organization. You will also be responsible for building a knowledge-sharing environment that empowers your team to learn and grow.

What we offer

Elastic offers a collaborative work environment where innovation and creativity are encouraged. You will have the opportunity to work with a talented team dedicated to delivering exceptional customer support. We provide competitive compensation and benefits, along with opportunities for professional development and career growth. Join us in our mission to enable everyone to find the answers they need in real time, using all their data, at scale.