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Sr. Director, Cloud Support Engineering

United States - Austin, Texas (Remote)

About HashiCorp

HashiCorp is a fast-growing startup that solves development, operations, and security challenges in infrastructure so organizations can focus on business-critical tasks. We build products to give organizations a consistent way to manage their move to cloud-based IT infrastructures for running their applications. Our products enable companies large and small to mix and match AWS, Microsoft Azure, Google Cloud, and other clouds as well as on-premises environments, easing their ability to deliver new applications for their business.

About the role...

HashiCorp is seeking a Sr. Director, Customer Support Engineering. This strategic role will report to the VP of Global Support &  Services. 

In this role, the Sr. Director, Customer Support will lead the U.S. team of Support Engineers for the HashiCorp Cloud Platform - Vault, Consul and special programs like FED/GOV support and others in the future.

This role will closely collaborate with our North America & International Support teams in EMEA and APAC. This is imperative for seamless execution of support workflows globally and 24/7. This team will also collaborate closely with our Cloud SRE team that operates the HashiCorp Cloud Platform. 

In this role you can expect to… 

Manage a large North America Cloud Support team which provides 24/7 support with assistance from our EMEA and APAC support teams.

  • Process development and improvements
  • Handle critical customer issues - facilitate cross team collaboration between Customer Success and Support.
  • 24/7 on-call escalation management
  • Carry out weekly triage of hot issues for each of the four products in collaboration with Product Management and Engineering.
  • Build Cloud Services support teams in the U.S. and possibly in other locations.

Recruit, mentor, and inspire an extraordinary team and build and lead a capacity plan

  • Build a pipeline of phenomenal candidates and future employees
  • Set up training schedules and mentoring opportunities
  • Drive performance standards to ensure team is performing at consistently high levels
  • Forecast capacity needs and performance against that capacity.

SLA Management and assist with definitions of Support policies

  • EOL and Support Lifecycle
  • SLA definitions

Own and lead key Processes and CSAT metrics for your team

  • Process Ownership for Escalation Management, SLA Compliance, 24/7 handoff, Triage of issues, and overall On-Call process.

Lead cross-functionally to drive customer success

  • Provide status and updates to VP, Global Support and Services 
  • Continuous Process improvement – Support tools, Support SLAs, Analytics, Reporting.

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

  • 20+ years relevant experience in Technical Support or services delivery supporting enterprise Software or SaaS products. Technology start-up experience a plus
  • 10+ years’ direct experience leading a team of Support engineers either Globally or in the U.S.
  • Must reside in the Bay Area, CA or Austin, TX
  • Experience in enterprise software release processes and 24/7 support processes
  • Expertise in supporting SaaS platforms is required. 
  • Expertise in Open source is a plus
  • Experience and participation within the DevOps community and Cloud technologies
  • Proficiency with status gathering and reporting for a large customer base
  • Comfortable multi-tasking and juggling competing and changing priorities in a fast-paced, ever-evolving, startup environment
  • Inspirational leader who can motivate teams to achieve and exceed goals
  • Proficiency in understanding concepts and technologies in DevOps, Multi-Cloud operations, security, microservices, containers, and scheduling platforms.
  • Proficiency and/or knowledge of existing HashiCorp tools such as Terraform, Vault is a plus as well as knowledge of DevOps tooling
  • Knowledge of AWS or Azure is a major advantage.
  • Experience with implementing software products or solutions to key enterprise companies
  • Ability to work well in a highly dynamic and team environment that focuses on providing above industry standard customer service
  • Some Travel as needed - up to 25%
  • B.S. degree in an engineering or similar program from an accredited college / university preferred or equivalent experience

HashiCorp embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our company will be. #LI-JN1

#LI-Remote


Benefits at HashiCorp

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