Engineering Manager - Terraform Customer Engineering (Hybrid)

About HashiCorp

HashiCorp 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.

At HashiCorp, we have used the Tao of HashiCorp as our guiding principles for product development and operate according to a strong set of company principles for how we interact with each other. We value top-notch collaboration and communication skills, both among internal teams and in how we interact with our users.

The Role

As an Engineering Manager for the Terraform Customer Engineering team, you will lead a team dedicated to improving the responsiveness and supportability of our Terraform product. You will play a crucial role in managing and mentoring engineers, ensuring that customer pain points are addressed promptly by resolving bugs, fixing complex non-sev1 issues, and applying pragmatic solutions. You will also oversee efforts to enhance tooling, diagnostics, and supportability, resulting in faster relief for our customers.

Key Responsibilities

• Lead and manage a team of engineers focused on addressing customer issues and improving the Terraform product.
• Quickly identify and resolve bugs, ensuring our customers experience minimal disruption and maximum satisfaction.
• Oversee the deep-dive analysis of intricate non-sev1 issues, applying pragmatic and creative solutions to address customer pain points effectively.
• Drive innovation and improvements in the tooling and diagnostics for Terraform, boosting the product's supportability and overall performance.
• Collaborate closely with our support teams to understand and prioritize customer issues, fostering a continuous improvement culture and faster resolution times.
• Develop and refine robust processes to guarantee the high availability, scalability, and reliability of our services.
• Enhance the overall customer experience by delivering high-quality, customer-centric solutions and product enhancements.
• Mentor and develop team members, promoting professional growth and ensuring a high level of team performance.

Ideal Candidate

• 10+ years of software engineering experience, with a focus on cloud services and infrastructure.
• Proven experience in leading and managing engineering teams.
• Proficient in Go, with familiarity in other programming languages (Python, Ruby) considered beneficial.
• Extensive experience with cloud computing platforms (AWS, Azure, GCP) and infrastructure as code (Terraform).
• Demonstrated ability to tackle complex technical challenges and deliver innovative solutions.
• Strong problem-solving skills and the ability to work collaboratively across diverse teams.
• Keen interest in operational process improvement and delivering customer-centric solutions.
• Excellent communication and collaboration skills, with a focus on customer satisfaction and team success. #LI-Hybrid