Senior Manager, Support

What is The Role

The Senior Support Manager will be responsible for overseeing the daily operations of our distributed technical support team, supporting our APJ customers. This critical leadership role ensures the efficient management of customer inquiries, escalations, and technical issues. We are seeking a candidate who is creative, can inspire change, drive process optimization, maintain industry-leading customer satisfaction, and actively build a knowledge-sharing environment.

What You Will Be Doing

• Lead and Develop a High-Performance Team (approx 10-15 Distributed Engineers): Cultivate a culture of accountability, continuous learning, and collaboration across your team supporting the APJ/India region.
• Drive Continuous Improvement by enhancing support efficiency, policy, processes, and systems, adopting a growth mindset to unlock potential and fundamentally elevate the customer and employee experience.
• Ensure Operational Excellence: Manage team performance through behavior assessment. Ensure quality, timely and professional delivery of technical support that consistently exceeds customer expectations.
• Manage Critical Relationships & Escalations: Serve as a key liaison for a major Sales region and be the definitive point of contact for internal and external customer escalations.
• Act as an Internal Partner: Build and leverage strong relationships across the global Support team and cross-functional partners (Product, Sales, Professional Services, Engineering) to drive coordinated support and service delivery.
• Own Strategic Projects: Lead and participate in important support initiatives designed to improve service delivery and the overall customer support experience with responsibility for effective change management.

What You Bring

• 5+ years experience in a customer-facing technical role, ideally customer support.
• 3+ years experience managing a team of 10 or more Support Engineers in a geographically distributed environment.
• Proven ability to manage small-to-medium-sized projects with clear start and end goals (project management experience is a plus).
• Exceptional communication skills and the ability to explain complex challenges clearly and empathetically to various audiences.
• Experience implementing or applying Knowledge Centered Service in a Support team (certification a plus)
• Track record of effective leadership and change management
• A curiosity and drive to learn about Elastic products and services
• A genuine interest and care for the people you work with

Bonus Points

• Experience using data insights and AI in the digital support journey to enhance customer experience
• Knowledge of search technologies

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