Director of Support Engineering, HashiCorp
1-2 days a week in office
Cloud-computing infrastructure provider
Job no longer available
Cloud-computing infrastructure provider
1001+ employees
Job no longer available
1-2 days a week in office
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 relevant experience in Support Engineering, Dev/Ops, Cloud Ops
- 5+ years’ experience leading and developing technical support teams
- Must reside in the Austin, TX area
- 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 company 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 infrastructure tools such as Terraform, is a strong plus as well as knowledge of DevOps tooling
- Knowledge of AWS or Azure is a major advantage
- Experience with implementing software products or solutions for key enterprise companies
- Ability to work well in a highly dynamic and team environment that focuses on providing above-industry-standard customer support
- Travel as needed - up to 25%
- A B.S. degree in an engineering or similar program from an accredited college/university preferred
What the job involves
- HashiCorp is seeking a Director, Support Engineering
- This strategic role will report to the Senior Director of Cloud Support Engineering
- In this role, the Director, of Support Engineering will lead the U.S. team of Support Engineers for the HashiCorp Cloud Platform Infrastructure products including, for instance, Terraform Cloud
- This role will closely collaborate with other HashiCorp Support teams in North America, EMEA, and APJ
- This is imperative for the seamless execution of support workflows globally and 24/7
- This team will also collaborate closely with our Cloud SRE team that operates the HashiCorp Cloud Platform and with Engineering
- Manage the North America HCP Infrastructure Support team in Austin which provides 24/7 support with the assistance from our EMEA Sofia team and APJ Delhi team
- Lead the HCP Infrastructure support team in the U.S
- Provide leadership and guidance to the HCP Infrastructure support teams in Sofia, Bulgaria, and Delhi, India
- Interface with HCP Product leadership teams in the Infrastructure division to provide support input on the products and to be up to date with the latest Product development
- Develop and improve processes
- Handle critical customer issues
- Participate in 24/7 Sev-1 on-call rotation
- Work on continuously improving team performance, operation, structure, processes, and tools ensuring delivery of industry-leading enterprise cloud technical support to HCP Infrastructure customers
- Ensure the team contributes to the Knowledge Base leading to case deflection
- Gather feedback from other departments, including our WW Technical Field Operations, Product, and others, to improve the overall customer experience
- Build a pipeline of phenomenal candidates and future employees
- Set up training schedules and mentoring opportunities
- Drive performance standards to ensure the team is performing at consistently high levels
- Forecast capacity needs and performance against that capacity
- EOL and Support Lifecycle
- SLA definitions
- Process Ownership for Escalation Management, SLA Compliance, 24/7 handoff, Triage of issues, and overall On-Call process
- Provide status and updates to Global Support Leadership
- Continuous Process improvement – Support tools, SLAs, Analytics, and 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 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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