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.
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. At Elastic, you’ll have the opportunity to work in a vibrant young company next to some of the smartest and highly skilled technologists the industry has to offer. We’re looking for great team players, but we also promote independence and ownership. We’re hackers… The good kind. The kind that innovates and creates cutting edge products that eventually translates 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 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 excited to bring on a new team member to love.
The Escalation Manager is responsible for driving successful resolution of business critical customer escalations arising from technical challenges in the delivery of product, support or services engagements. A senior role, requiring talented individuals comfortable with bringing clear, directed guidance and aligning appropriate resources to expedite successful outcomes in high pressure environments. The Escalation Manager excels at building relationships through
actionable deliverables, facilitating multi-level communication both internally and externally and ensuring strategic lessons are carried forward in the evolution of Elastic’s customer experience.
The current Escalation mechanism at Elastic is a non standard best effort approach with no single function responsible for the coordination, management and singular oversight of all open escalations. Various teams have at times taken responsibility for point escalations such as Support Management, Customer Success Management, Product Management or even Account Executives.
This new function focuses the key responsibilities to expedite the resolution of appropriately qualified escalated events, provide executive oversight and subtract effort from the disparate functions that share this abstract role today.
The Escalation Managers will have regional representation across the 3 major geos (APAC, EMEA, NASA) and will report into an Escalation Manager Lead who will in turn report directly to the VP of Customer Care.
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.
The typical starting Total Cash Compensation range for new hires in this role is between $135,900 and $186,900, 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 firstname.lastname@example.org.
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.
Sign in with your social account to receive emails when Elastic posts open positions you might be interested in: