Senior Technical Escalation Manager, HashiCorp

• 5-7 years of proven experience in Support Engineering, Professional Services, or SRE/DevOps
• 3+ years of experience leading complex technical escalations or incidents
• Demonstrated ability to remain calm, composed, and effective during High-pressure incidents
• Exceptional communication and stakeholder engagement skills across technical and executive levels
• Strong influencing and negotiation skills, particularly with enterprise clients
• Proficient in analytical thinking and structured problem-solving
• A proven understanding of DevOps Engineering, Software Engineering, or System Administration
• Experience working with cloud platforms such as AWS, Azure, and GCP
• Experience with distributed systems, microservice architecture, and containers
• Bachelor’s degree in Computer Science, IT, or equivalent professional experience preferred

Desirable

• The Escalation Management Team within HashiCorp is responsible for managing critical customer situations, incidents, and complex escalations. The team serves as the central point of coordination between costumes, Support, and R&D to resolve issues quickly and transparently. As a Senior Escalation Manager, you will play a key role in ensuring exceptional client outcomes, facilitating cross-functional collaboration, and maintaining trust with our customers
• Drive the resolution of ticket escalations by working directly with customers, support engineers, and product teams
• Lead the response to incidents, ensuring timely coordination, communication, and resolution
• Collaborate with Support and R&D teams and cross-functional support teams to clarify resolution plans and present updates to internal and external stakeholders, including senior leadership
• Orchestrate incident response for large-scale, fleet-wide outages and ensure proper follow-through on processes, including ticket hygiene and escalation protocol
• Act as the voice of the customer during resolution, ensuring efforts align with client experience and expectations
• Draft clear, concise updates on incident progress, action plans, and mitigation steps for stakeholders
• Participate in incident retrospectives and partner with engineering for long-term remediation planning
• Provide technical and strategic guidance to customers for product and configuration improvements that enhance system robustness and scale
• Analyze escalation trends and provide data-driven insights and recommendations to senior leadership
• Develop and deliver presentations to executive audiences, including C-level, VPs, and Directors
• Continuously improve support and escalation processes based on trend analysis and client feedback
• Contribute to internal initiatives, including training, knowledge base development, and team interviews
• Participate in the global escalation on-call rotation and ensure smooth transitions across support regions