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

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