Support Operations Manager


customer support virtual assistant customer support saas

Posted 3 months ago

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Elastic is a search company. 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 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. Diversity drives our vibe. We unite people across 30+ countries into one coherent team, while the broader community spans across over 100 countries.

Our Support Operations team is responsible for designing, building, and supporting the tools that are foundational to the delivery of the Support Engineer’s role at Elastic. As the framework of Support evolves and expands, we are looking for a Manager to serve, coordinate, support, and nurture our team, in a distributed-first environment. This is an ideal opportunity for someone who is keen to learn and teach, to deconstruct complex workflows and collaborate with multiple stakeholders to deliver a fit for purpose solution and contribute to the Support organisation’s roadmap. We listen, we solve, we guide, and we’re excited to bring on a new team member to join us on this journey.

> What you will be doing

Manage, mentor, and serve a distributed team of 5-10 Support Operations Engineers who own the requirements, design, build and support the tools that are the foundation of Customer Support

Manage multiple software projects simultaneously

Work with Support Management to set priorities and define requirements

Build project plans for large projects (effort estimation, scheduling, project status tracking and reporting, etc.)

Participate in interviewing and help drive hiring

Ensure business continuity of the framework of Support

> What you will bring along

A BS Degree in Computer Science or equivalent experience

5+ years experience in managing teams of software engineers

5+ years as a hands-on software engineer (C++, Java, C#, or Python or similar programming languages), preferably in a DevOps environment

A mindset of continuous improvement and development in terms of Support Operations daily tasks and evolving the framework of Support to meet future demands

Adept at managing stakeholders and developing relationships for cross team collaboration

The tools you will be working with

Distributed systems design and development

Open source projects and companies

Automated testing

Source control & code management (Github)

Containerisation & Orchestration (Kubernetes, Docker)

Infrastructure Automation (Ansible, Chef, Puppet)

Continuous integration and build Systems

3rd party Cloud hosting services (AWS, GCP, Azure, etc.)

Additional Information:

We're looking to hire team members invested in realizing the goal of making real-time data exploration easy and available to anyone. As a distributed company, we believe that diversity drives our vibe! 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.

> Competitive pay based on the work you do here and not your previous salary

> Equity

> Global minimum of 16 weeks of parental leave (moms & dads)

> Generous vacation time and one week of volunteer time off

> 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.

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