Director of Support, APJ
vor 3 Wochen
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 regionHelp to scope, define, and deliver pivotal initiatives for the businessClarify policy and develop processes, systems, and tools to enable the team to meet and exceed operational obligationsBuild, maintain, and use relationships between the regionally distributed Support team and partnered, cross-functional teams within the CompanyAct as an escalation point inside the organization and externally for our customersLead and develop personnel, and build an environment that motivates individuals to look beyond the horizon and continually evolve their individual and team proficienciesEnsuring customer issues are resolved within our committed service level agreementsCreate an exceptional customer experience in the delivery of supportHave a mindset of continuous improvement, in terms of the efficiency of support processes and customer happinessBe 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 managersExperience successfully leading Senior Managers in the software industryExperience and gratitude playing a Support Engineer or other strongly technical role in the pastDemonstrable experience of leadership and mentorship in a technically demanding environmentYour 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 skillsCustomer-oriented focus, positive demeanor, and calm under pressureAbility to translate direction into actionPlus ideally
Knowledge of databases or search technologies is a plusAdditional 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 salaryHealth coverage for you and your family in many locationsAbility to craft your calendar with flexible locations and schedules for many rolesGenerous number of vacation days each yearDouble your charitable giving - We match up to $1500 (or local currency equivalent)Up to 40 hours each year to use toward volunteer projects you loveEmbracing parenthood with minimum of 16 weeks of parental leaveDifferent 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
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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