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Director of Support, Apj

3 weeks ago

Singapore Elastic Full time

Elastic is a free and open search company that powers enterprise search, observability, and security solutions 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 Barclays, Cisco, eBay, Fairfax, ING, 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. 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 hackersbut 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 region
- Help to scope, define, and deliver pivotal initiatives for the business
- Clarify policy and develop processes, systems, and tools to enable the team to meet and exceed operational obligations
- Build, maintain, and use relationships between the regionally distributed Support team and partnered, cross-functional teams within the Company
- Act as an escalation point inside the organization and externally for our customers
- Lead and develop personnel, and build an environment that motivates individuals to look beyond the horizon and continually evolve their individual and team proficiencies
- Ensuring customer issues are resolved within our committed service level agreements
- Create an exceptional customer experience in the delivery of support
- Have a mindset of continuous improvement, in terms of the efficiency of support processes and customer happiness
- Be 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 managers
- Experience successfully leading Senior Managers in the software industry
- Experience and gratitude playing a Support Engineer or other strongly technical role in the past
- Demonstrable experience of leadership and mentorship in a technically demanding environment
- Your 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 skills
- Customer-oriented focus, positive demeanor, and calm under pressure
- Ability to translate direction into action

**Plus ideally**:

- Knowledge of databases or search technologies is a plus

**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 o