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Elastic Director Support APJ Australia, New South Wales, Sydney 237202880
25.06.2024
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.
- 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
- Knowledge of databases or search technologies is a plus
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 salary
- Health coverage for you and your family in many locations
- Ability to craft your calendar with flexible locations and schedules for many roles
- Generous number of vacation days each year
- Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service
- Up to 40 hours each year to use toward volunteer projects you love
- Embracing parenthood with minimum of 16 weeks of parental leave
Applicants have rights under Federal Employment Laws, view posters linked below:Poster and (Poster)
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