Senior Technical Escalation Manager, HashiCorp
$171.4-201.7k
Cloud-computing infrastructure provider
Job no longer available
Cloud-computing infrastructure provider
1001+ employees
Job no longer available
$171.4-201.7k
1001+ employees
Company mission
To help organisations to operate infrastructure in the cloud because it believes that infrastructure enables innovation.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
HashiCorp's software streamlines cloud operations for companies' teams, offering open-source solutions to facilitate cloud migration and utilization. Additionally, the company provides commercial versions of its tools, catering to businesses that prefer managed services.
With a pay-per-hour pricing model and adaptable products, HashiCorp enables companies to construct infrastructure spanning legacy systems, private clouds, and multiple cloud providers. its flagship product, Terraform, allows developers to create consistent rules, enhancing operational efficiency and reducing costs.
In a landscape increasingly reliant on AI and automation, HashiCorp simplifies the intricate architecture of data centre management, ensuring a rising demand for its services. The company was acquired by IBM in 2024, for which HashiCorp will integrate its hybrid cloud and AI software. In turn, Hashicorp will utilise IBM's worldwide reach and R&D opportunities to grow its software capabilities and market share.
Steph
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Mar 2020
$175m
SERIES E
Nov 2018
$100m
SERIES D
Total funding: $349m
Company benefits
- Medical, dental & vision
- Life & disability insurance
- Flexible spending account (FSA)
- Vacation and Other Leaves
- 401(k)
- Family Expansion Benefit
- Maternity and Parental Leave
- Expanded Mental Health Support
Company HQ
SoMa, San Francisco, CA
Leadership
Mitchell Hashimoto
(Co-Founder)Has worked as CEO and CTO of the company. Was previously Operations Engineer at Kiip, and a Developer at CitrusByte.
Armon Dadgar
(Co-Founder & CTO)Former Software Engineer at Kiip. Worked as a Software Development Intern at Amazon.
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