About the role...
HashiCorp is looking for a high-caliber Senior Technical Escalation Manager to build and lead our escalation management function for Consul and HashiCorp Cloud Platform. This highly visible position will be an integral part of the Support Engineering Leadership team and report to the Director of Support Engineering. You are a fit if you thrive in a fast-paced environment that values crucial communication, alignment with our company's core principles, collaboration, and results, and have a mix of strong technical, customer, and project management skills.
This individual will be responsible for ensuring that SEV-1 issues are owned and resolved promptly by the team, sets clear expectations, and personally drives hot issues and critical situations to resolution.
In this role, you can expect to...
- Be responsible for technical support escalations for Vault, Terraform, Consul, Nomad, and HCP
- Own and drive the resolution of technical critical issues
- Own and drive the RCA with recommendations for the closure
- Build the escalation resolution plan, lead escalation calls, and sometimes take ownership of escalated ticket(s)
- Build escalation reports and dashboards
- Provide escalations insights, trends, drivers, and statistics
- Work multi-functionally to solve highly sophisticated technical customer issues
- Work to reduce the number of critical issues over time
- Manage projects and collaborate with Engineering
- Work on improving support processes
- Be a contact for after-hours emergency escalations
You may be a good fit for our team if you have...
- 12+ years of proven experience in Support Engineering
- 3+ years of experience leading technical escalations
- Strong communication skills, able to collaborate with various partners including senior leadership and multi-functional teams
- Strong influencing and negotiation skills
- Experience working with Enterprise customers and advocating for customer experience
- Ability to multi-task and handle high-pressure situations
- Excellent problem-solving, analytical, and troubleshooting skills
- The ability to speak additional languages would be an advantage
- Excellent work ethic, attention to detail, and self-starting
- A proven understanding of DevOps Engineering, Software Engineering, or System Administration
These technical skills would be an advantage:
- Ability to read sophisticated code for troubleshooting and familiarity with Github
- Experience with major cloud platforms, distributed systems, microservice architecture, and containers
- Experience with scripting tool of choice to help automate reproduction environments (for example, Bash, Python)
- Experience with REST APIs and command-line tools
- Bachelor’s degree in Computer Science, IT, or equivalent professional experience #LI-AD1 #LI-Hybrid
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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.
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