Senior Director of Global Support Operations and Programs, HashiCorp
$214.3-275k
Salary dependent on location within California
1-2 days a week in office
Cloud-computing infrastructure provider
Be an early applicant
Cloud-computing infrastructure provider
1001+ employees
Be an early applicant
$214.3-275k
Salary dependent on location within California
1-2 days a week in office
1001+ employees
Company mission
To help organizations to operate infrastructure in the cloud because it believes that infrastructure enables innovation.
Role
Who you are
- 15+ years relevant experience in Technical Support or services delivery supporting enterprise Software or SaaS products. Technology start-up experience a plus
- 7+ years’ direct experience leading a team of Support engineers either Globally or in the US
- Experience in enterprise software release processes and 24/7 support processes
- Expertise in supporting SaaS platforms is required
- Expertise in Open source is a plus
- Experience and participation within the DevOps community and Cloud technologies
- Proficiency with status gathering and reporting for a large customer base
- Comfortable multi-tasking and juggling competing and changing 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, Multi-Cloud operations, security, microservices, containers, and scheduling platforms
- Proficiency and/or knowledge of existing HashiCorp tools such as Terraform, Vault is a plus as well as knowledge of DevOps tooling
- Experience with implementing software products or solutions to key enterprise companies
- Ability to work well in a highly dynamic and team environment that focuses on providing above industry standard customer service
- Some Travel as needed - up to 25%
- B.S. degree in an engineering or similar program from an accredited college / university preferred or equivalent experience
What the job involves
- This person will report to the Chief Support Officer of Global Support
- In this role, the Senior Director will lead and build the team of Support Operations Engineers and program managers for Support Enablement, Strategic Support programs, Incident Management and special programs like FED/GOV support in the future
- 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
- This team will also collaborate closely with our R&D Self-managed and Cloud teams as needed
- Work with a large North America Cloud Support team which provides 24/7 support Globally
- Support Process development and improvements - Ticket Management, Incident Management
- Facilitate cross team collaboration between CS, Sales and Support
- Assist with international Program Management and Reporting
- Collaborate with SVP-Global Support to streamline Sales Exceptions and SLAs
- Build Analytics and Decision Support Systems for Global Support 3-YR strategy
- Manage the Incident Command Process and its rollout within Support tooling
- Manage the Enablement Function with Director of Enablement reporting into this role
- Program Manage the Strategic and Federal Support program which is cross-product and requires working with Sales leadership, Support leadership and our FED Support partner
- Participate/collaborate with SVP in development of Global Support strategy, Annual budgets and roadmaps for 3-Yr plan
- Recruit, mentor, and inspire an extraordinary team and build and lead a capacity plan
- Build a pipeline of phenomenal candidates and future employees
- Set up training schedules and mentoring opportunities
- Drive performance standards to ensure team is performing at consistently high levels
- Forecast capacity needs and performance against that capacity
- SLA Management and assist with definitions of Support policies
- EOL and Support Lifecycle
- SLA definitions
- Rollout of new SLAs for Cloud/Self-Managed products and operationalization of these into Zendesk
- Own and lead key Processes and CSAT metrics for your team
- Process Ownership for Escalation Management, SLA Compliance, 24/7 hand off, and overall On-Call Pager-Duty process
- Lead cross-functionally to drive customer success
- Provide status and updates to SVP, Global Support
- Continuous Process improvement – Support tools, Support SLAs, Analytics, Reporting
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 center management, ensuring a rising demand for its services. The company remains committed to enhancing its platform with new features and improving operational efficiency to fuel continued growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
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 values
- We are principled: Our principles create a common language and frame of reference for our employees. You will work in a professional, kind, and supportive environment, encouraged to collectively focus on shared goals
- We are remote-oriented: Work your way, with the flexibility to create a work environment and schedule that suits your life while helping HashiCorp run and grow as effectively as possible
- We are creating opportunities: As we expand and succeed, we are creating new opportunities for you to learn new skills while doing your best work. There are always new needs arising, creating endless opportunities to blaze a new path and take ownership of your career
- We are building a once-in-a-generation company: Be a part of history. Here, you have the chance to help build a once-in-a-generation company defining and implementing the cloud operating model, which is increasingly essential for organizations to thrive in today’s multi-cloud world
Company HQ
The East Cut, San Francisco, CA
Articles
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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