Director of Support, APJ (R7958)

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Elastic is a free and open search company that powers enterprise search, observability, and security solutions built on one technology stack that can be deployed anywhere. From finding documents to monitoring infrastructure to hunting for threats, Elastic makes data usable in real-time and at scale. Thousands of organizations worldwide, including Barclays, Cisco, eBay, Fairfax, ING, Goldman Sachs, Microsoft, The Mayo Clinic, NASA, The New York Times, Wikipedia, and Verizon, use Elastic to power mission-critical systems. Founded in 2012, Elastic is a distributed company with Elasticians around the globe. Learn more at elastic.co.

At Elastic, we have a simple goal: to solve the world's data problems with products that delight and inspire. As the company behind the popular open-source projects — Elasticsearch, Kibana, Logstash, and Beats — we help people around the world do great things with their data. From stock quotes to real-time Twitter streams, Apache logs to WordPress blogs, our products are extending what's possible with data, delivering on the promise that good things come from connecting the dots. The Elastic family unites employees across 30+ countries into one coherent team, while the broader community spans across over 100 countries.

Our Philosophy

We’re always on the search for amazing people. People who have a deep passion for technology and are masters at their craft. We build highly sophisticated distributed systems, and we don’t take our technology lightly. In Elastic, you’ll have the opportunity to work in a vibrant & energetic company next to some of the most inquisitive and highly skilled technologists the industry has to offer. We’re looking for phenomenal teammates, yet we also promote independence and ownership. We’re hackers… but of the good kind. The kind that innovates and builds groundbreaking products that eventually translate to a lot of happy, smiling faces.

Elastic’s Support team is unlike any other on Earth: while we are spread across 12 time zones and 25 countries, we operate as a unit, as a family. We are massively distributed yet lovingly intimate. The service we deliver is caring, empathetic, and human; yet ambitious, direct, and comprehensive. We don’t do it alone, as we are tightly integrated with our core developers in a way that is real, genuine, and never taken for granted. Our team is a dream for someone seeking honesty, hard work, and rewards. It is a nightmare for anyone afraid to ask questions or be questioned — always forward, never backward. We are not trying to change the world, we already have. We’re just waiting for everyone else to catch up. We have our good days and our not-so-good days, and we face them together, as a family. We listen. We solve. We guide. We get it. And we’re thrilled to bring on a new team member to join us on our journey.

What you will be doing

  • Lead a team of Support Managers and the entire Support Team in the APJ region
  • Help to scope, define, and deliver pivotal initiatives for the business
  • Clarify policy and develop processes, systems, and tools to enable the team to meet and exceed operational obligations
  • Build, maintain, and use relationships between the regionally distributed Support team and partnered, cross-functional teams within the Company
  • Act as an escalation point inside the organization and externally for our customers
  • Lead and develop personnel, and build an environment that motivates individuals to look beyond the horizon and continually evolve their individual and team proficiencies
  • Ensuring customer issues are resolved within our committed service level agreements
  • Create an exceptional customer experience in the delivery of support
  • Have a mindset of continuous improvement, in terms of the efficiency of support processes and customer happiness
  • Be part of the cross-functional leadership team in APJ, partnering with our two CSG leaders over Professional Services and Customer Success.

What will you bring along

  • 10 years of proven experience working in multi-cultural and geographically distributed teams with a minimum of 5 years managing teams of 10 or more engineers and 3 years leading managers
  • Experience successfully leading Senior Managers in the software industry
  • Experience and gratitude playing a Support Engineer or other strongly technical role in the past
  • Demonstrable experience of leadership and mentorship in a technically demanding environment
  • Your heart is in the right place, you have a good sense of humor and a genuine interest in the people you work with.
  • Strong verbal and written communication skills
  • Customer-oriented focus, positive demeanor, and calm under pressure
  • Ability to translate direction into action

Plus ideally

  • Knowledge of databases or search technologies is a plus

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.

  • 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 minimum of 16 weeks of parental leave

Different people approach problems differently. We need that. Elastic is an equal opportunity/affirmative action employer committed to diversity, equity, and inclusion. 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 basis protected by federal, state or local law, ordinance or regulation.

We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email candidate_accessibility@elastic.co We will reply to your request within 24 business hours of submission.

Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster)

Please see here for our Privacy Statement.

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