Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.

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 productive 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 stro

📌 Senior Manager, Support (Bengaluru)
🏢 Elastic
📍 Bengaluru