Julie Baxter-Rudd, Elastic's Vice President of Global Customer Support, shares her insights and experiences in building a successful career in technical support over more than two decades. Her journey began as a support engineer intern at CA Technologies, where her curiosity and adaptability allowed her to advance through various roles, emphasizing the importance of a supportive team environment. Her career at Elastic, known for its strong team mentality and customer-centric approach, focuses on empowering her team to succeed through structured career mapping and development plans. Julie highlights the significance of change management, maintaining a growth mindset, providing calm support during crises, and finding the right work environment. She stresses the importance of self-awareness and pursuing work that energizes and fulfills, encouraging those in technical support to embrace opportunities for personal and professional growth.