Director of Support

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At Elastic, we see endless possibility in a world of endless data. And we use the power of search to help people and organizations turn that possibility into results. Elastic is the leading platform for search-powered solutions. With solutions in Enterprise Search, Observability, and Security, we help improve customer and employee search experiences, keep critical applications running smoothly, and protect against cyber threats. Elastic enables organizations worldwide to use the power of Elastic, including Netflix, Uber, BBC, Microsoft, and thousands of others.

Elastic was built on a foundation of being free and open, which trickles down to how we work. We’re a distributed organization and have been from the beginning. Being distributed isn’t just a way of doing business—it’s a mentality that is at the core of our culture.

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 Elasticsearch, 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 15 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 honest, 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 love.

What you will be doing

  • Lead a team of Support Managers and the entire Support Team in the Americas 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 organisation 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
  • Maintain positive relationships with our customers for the delivery of support
  • Have a mindset of continuous improvement, in terms of efficiency of support processes and customer happiness

What you will bring along

  • 10 years 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, good sense of humour, and a genuine interest in the people you work with

Plus ideally

  • Strong verbal and written communication skills
  • Customer-oriented focus, positive demeanor, and calm under pressure
  • Ability to translate direction into action
  • 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
  • Double your charitable giving - We match up to $1500 (or local currency equivalent)
  • Up to 40 hours each year to use toward volunteer projects you love
  • Embracing parenthood with minimum of 16 weeks of parental leave

The typical starting Total Cash Compensation range for new hires in this role is between $163,100 and $224,300, which consists of a Base Salary or a Base Salary plus a Target Commission, depending on the specific role. The Base Salary offered may vary depending on factors including skills and experience.

Additionally, this role is currently eligible to participate in Elastic’s equity plan as well as a range of health & wellbeing, retirement savings, and other benefits within a holistic total rewards offering.

Different people approach problems differently. We need that. Elastic is committed to diversity as well as inclusion. We are an equal opportunity employer and committed to the principles of affirmative action. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status or any other basis protected by federal, state or local law, ordinance or regulation. If you require any reasonable accessibility support, please email candidate_accessibility@elastic.co.

Applicants have rights under Federal Employment Laws, view posters linked below:
Family and Medical Leave Act (FMLA) Poster; Equal Employment Opportunity (EEO) Poster; and Employee Polygraph Protection Act (EPPA) Poster.

Please see here for our Privacy Statement.

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