Senior Product Manager, Support Software

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Elastic is a search company built on a free and open heritage. Anyone can use Elastic products and solutions to get started quickly and frictionlessly. Elastic offers three solutions for enterprise search, observability, and security, 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 Cisco, eBay, 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 and is publicly traded on the NYSE under the symbol ESTC. Learn more at elastic.co.

Our support operations team is responsible for building and maintaining tools that are foundational to the delivery of customer support at Elastic. These tools provide a wide range of services that include a custom support portal, case routing logic, engineer attribute tracking, automating analysis, and much more.  We are looking for a Product Manager to help coordinate the efforts of this team, both short term and long term, that enhances the support experience for customers and support engineers. 

As a Sr. Product Manager for Support, you will be responsible for understanding the long term vision for support software and translating objectives into actionable next steps.  Partnering with support management, you will challenge the status quo of traditional support software while accelerating our scale of operations. We are on a journey to build the best support organization in the world and are looking for a Sr. Product Manager to build it with us.  Are you excited yet? Read on.

What you will be doing:

  • Join the global support operations team, defining, tracking, and refining requirements from stakeholders on a regular basis
  • Work directly with support management to define objectives, success metrics, and deliverables
  • Maintain a shared vision of the future of support operations, software, and corporate alignment
  • Influence cross functional teams (Sales, Engineering, IT, etc) to discover, align, and prioritize critical projects
  • Using or prioritizing data gathering activities to make critical decisions

What you bring along:

  • Previous product management role with an emphasis on user experience
  • Proven track record of breaking down complex problems into consumable tasks for development
  • Experience with modern technologies, including but not limited to Node.js, React, GCP, AWS, Azure, Serverless Infrastructure, Docker, Terraform
  • Comfortable with agile development methodologies 
  • Excellent written and verbal communication skills
  • Empathy, honesty, speed, and humor

Bonus Points:

  • Familiarity with case lifecycle management
  • Experience with Salesforce Service Cloud for case management
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 $113,200 and $155,700, 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 complete our Candidate Accessibility Request Form.

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.

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