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Sr. Manager, Cloud Support Engineering

United States - Austin, Texas

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.

*Must be located in 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, Cloud Support Engineering will lead and grow a team of Support Engineers providing support to our Enterprise Support customers on HashiCorp Cloud Platform (HCP), HCP-Vault and HCP Consul. 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.

 

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 HCP, 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 HCP
  • 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 HCP 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
  • 8+ years’ minimum experience leading a team of Support Engineers
  • Strong knowledge of SaaS Customer Support
  • 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 in understanding concepts and technologies in DevOps, IT operations, security, cloud, microservices, containers, and scheduling platforms
  • 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

 

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

Benefits at HashiCorp

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