RemoteUnited States - Texas - Austin
Req IDJR102421

Senior Manager, Terraform Cloud Support Engineering

Senior Manager, Support Engineering (Terraform)

Austin, TX


About the role:

HashiCorp is seeking a Sr. Manager, Cloud Support Engineering. This strategic role will be based in Austin, TX and will report to the Sr Director, Support Engineering. In this role, the Sr. Manager, Terraform Cloud Support Engineering will lead and grow a small team of Support Engineers providing support to our Enterprise Support customers on HashiCorp Terraform Cloud. This role will closely collaborate with our North America & International Support teams in EMEA (Sofia, Bulgaria) and APAC(Delhi, India). This is imperative for seamless execution of support workflows globally and 24/7. There will also be major Program Management functions that relate to global Cloud-specific support process adherence and many other program management functions that require constant collaboration with the other global regions.

In this role you can expect to:

  • Build and lead the HashiCorp Cloud Platform Support team in North America
  • Build a best in class technical assistance center in Austin, TX for TFC, defining KPI's and reporting on effectiveness and progress
  • Drive all performance standards, facilitate trainings and mentorship opportunities, and provide feedback as needed
  • Own and track important metrics, including customer satisfaction, SLA attainment, backlog, productivity and employee retention.
  • Identify, hire, develop and promote a Top tier team of Cloud Support Engineers
  • Handle critical customer issues and escalations to customer’s satisfaction
  • Provide status and updates to the Sr Director, Support Engineering
  • Own the Escalation Management, SLA Compliance, 24/7 handoff, Triage of issues, and the on-call process for TFC
  • Build highly effective and collaborative relationships with the Support leadership team as well as with Product Management, Technical Program Management, Cloud Operations, Engineering, Customer Success and Implementation Services
  • Facilitate cross team collaboration between Support Engineering and other teams
  • Work on continuously improving team performance, operation, structure, processes and tools ensuring delivery of industry leading technical support to TFC customers
  • Track and document customer support issues, guaranteeing they meet documented SLAs
  • Ensure customer feedback reaches the correct teams within HashiCorp
  • Work with Customer Success during the sales cycle, and guarantee hand-offs occur easily, ensuring that Support Engineering is fully prepared, and that new and large customers requiring special needs are handled with care
  • Ensure the team contributes to the Knowledge Base leading to case deflection
  • Gather feedback from other departments, including Sales, Success, Product, and others, to improve the overall customer experience
  • Handle after-hours escalations on rotation
  • Travel as needed


You may be a good fit for our team if you have:

  • 10+ years relevant experience in Support Engineering, Customer Success, or Customer Satisfaction.
  • Technology start-up experience a plus
  • 6+ years’ minimum experience leading a team of Support Engineers
  • Strong knowledge of SaaS Customer Support and Program Management
  • Experience in enterprise software release and support processes
  • Experience and participation within the DevOps community
  • Superior communication skills (verbal and written) and well-developed presentation skills
  • Proficiency with status gathering and reporting for a large customer base
  • Comfortable multi-tasking and juggling competing priorities in a fast-paced, ever-evolving, startup environment
  • Inspirational leader who can motivate teams to achieve and exceed goals
  • Proficiency and/or knowledge of existing HashiCorp tools such as Vault or Consul is a plus
  • Experience with implementing software products or solutions to large and dynamic enterprise companies
  • Ability to work well in a highly dynamic and team environment that focuses on providing above industry standard customer service
  • B.S. degree in an engineering or similar program from an accredited college/university preferred or equivalent experience



Colorado, California, Washington and New York City Applicants: To view base salary ranges for this role in your location and to learn more about which roles are eligible for bonus pay or commissions, please visit our Pay Transparency Calculator below. Individual pay within the range will be determined based on job related-factors such as skills, experience, and education or training. Information on our benefits can be found via the link below. Intern ranges can be found below.

Life at Hashicorp

Life at HashiCorp

HashiCorp is driven by our people and our principles which have been the foundation of everything we do since the company was founded in 2012. Join us on our journey as we work to support the world's most innovative companies as they transition to cloud and multi-cloud infrastructure through simple yet powerful workflows and automation.

About HashiCorp

At HashiCorp, we build the infrastructure that enables innovation.  Our suite of multi-cloud infrastructure automation products are the underpinnings of the largest enterprises in the world, who rely on our solutions to provision, secure, connect, and run their critical applications to deliver crucial services, communications tools, and entertainment platforms to the world. We're building a once-in-a-generation infrastructure company with a unique approach rather than focusing on specific technologies, and we build products and solutions that support real-world workflows spanning the multiple cloud environments that nearly every organization worldwide is using today. 

HashiCorp is proud to be an Equal Employment Opportunity employer. We are committed to providing equal employment opportunities to qualified applicants and do not discriminate on the basis of race, color, ancestry, religion, sex, pregnancy, gender, gender identity, gender expression, sexual orientation, national origin, age, marital status, genetic information, disability, protected veteran status or any other characteristic protected by federal, state, or local laws. We also consider qualified applicants with arrest and conviction records consistent with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Ordinance, and other applicable state or local laws.

HashiCorp is committed to providing reasonable accommodations to qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, please reach out to

We comply with all laws and regulations set forth in the following posters:

Know Your Rights: Workplace Discrimination is Illegal

EEO is the Law Supplement

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Benefits at HashiCorp

Note: some benefits may differ from one country to another.