About the role...
HashiCorp is looking for a high-caliber Senior Technical Escalation Manager to join our escalation management team in Cloud Support Engineering. You are a fit if you have strong technical cloud and escalation management experience and excellent interpersonal skills.
You will ensure that Sev-1 Cloud Incidents (system down or system degradation) and ticket escalations (escalated by customers through the field organization) are resolved promptly and satisfactorily by working with our Cloud SRE and R&D teams, and the customers.
You will participate in value-added tasks and projects.
In this role, you can expect to...
- Drive the resolution of ticket escalations by working with the customer and our internal teams.
- Participate in resolving Cloud incidents by working with the Cloud SRE and R&D teams.
- Collaborate with the Cloud SRE and R&D teams to understand the resolution plan and distill that information to senior leadership and clients.
- Ensure that internal processes are followed when addressing client fleetwide outages. This may include cross-collaboration between internal and customer-facing teams, ensuring ticket hygiene, and orchestrating responses to affected clients.
- Provide the voice of the customer to the Cloud SRE and R&D teams involved in resolving incidents to keep the resolution efforts focused on resolving what clients are experiencing.
- Draft and send regular communications to keep internal and external stakeholders, aware of the latest status, progress made thus far, and action items.
- Participate in the technical incident retrospective process by collaborating with the correct technical teams and working with HashiCorp Cloud SRE and R&D teams for permanent remediation and recommendations to the client.
- Drive the client to modify their product or internal configuration to improve the solution’s robustness and scale, ideally following our products' best practices.
- Provide escalation insights, trends, drivers, and statistics to senior leadership.
- Able to build presentations and confidence to speak to large audiences like C-suite leadership, VPs, directors, and client leadership.
- Reduce the number of escalations and incidents over time by doing trend analysis and improving support processes.
- Complete peacetime tasks and projects, such as building or improving training content, knowledgebase articles, quality assessments, support and escalation management processes, and participating in interviews. If coming from a support engineering background, you may take Cloud support tickets, to load balance and keep your HashiCorp product knowledge current.
- Be part of the Cloud escalation management team on-call rotation and ensure flawless handover of critical issues to other Cloud Support Centers or regions.
You may be a good fit for our team if you have...
- 10+ years of proven experience in Support Engineering, Professional Services, or SRE/DevOps
- 3+ years of experience leading technical escalations or incidents
- Ability to maintain a calm and cool attitude, aiming at de-escalating critical situations, while reassuring stakeholders
- Excellent communication skills, able to collaborate with various partners including senior leadership and multi-functional teams
- Ability to negotiate and influence the client to follow HashiCorp's recommended plan
- Excellent problem-solving, analytical, and logical skills
- A proven understanding of DevOps Engineering, Software Engineering, or System Administration
- Experience working with Cloud Providers such as AWS, Azure, and GCP
- Experience working with Enterprise clients
- Experience with distributed systems, microservice architecture, and containers
- Bachelor’s degree in Computer Science, IT, or equivalent professional experience preferred
The pay range for this role in Austin, TX is $171,400 - $201,700
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 benefits@hashicorp.com
We comply with all laws and regulations set forth in the following posters: