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Manager, Support Engineering

HashiCorp

HashiCorp

Administration, Customer Service
Austin, TX, USA
Posted on Thursday, May 2, 2024

About the Role

HashiCorp is seeking a Manager, Support Engineering for our HCP team. In this role you will help manage a fast growing team, who provides Enterprise level support for the cloud platform product. This team is responsible for handling all customer reported issues, and following these issues through resolution, ensuring the customer is satisfied and has a stable system working.

HYBRID: Must be based in Austin, TX and able to come into the office 2-3 times a week.

In this role, you can expect to:

  • Track and document customer support issues, guaranteeing they meet documented SLAs
  • Ensure customer feedback reaches the correct teams within HashiCorp
  • Methodically lead customer escalations from your direct reports
  • Build and lead a team: Drive all performance standards, facilitate trainings and mentorship opportunities, and provide feedback as needed
  • Work with Customer Success during the sales cycle, and guarantee hand-offs occur easily, ensuring that Support Engineering is fully prepared, and that new and large customers requiring special needs are handled with care.
  • Own and track important metrics, including Service Level Agreements (SLA), Current Support Load, and Customer Satisfaction
  • Gather feedback from other departments, including Sales, Success, Product, Engineering, and others, to improve the overall customer experience
  • Continuous process improvements – support engineering tools, process, on-call rotations, team structure, etc.
  • Own and drive quarterly initiatives aligned with business objectives, demonstrating proactive leadership and strategic alignment

You may be a good fit for our team if you have:

  • 10+ years relevant experience in Support Engineering, Customer Success, or Customer Satisfaction. Technology start-up experience a plus
  • 5+ years’ experience leading a team of Support Engineers
  • Experience in enterprise software release and support processes
  • Expertise in open source and SaaS is a major advantage
  • Experience and participation within the DevOps community
  • Proficiency with status gathering and reporting for a large customer base
  • Comfortable multi-tasking and juggling competing 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, IT operations, security, cloud, microservices, containers, and scheduling platforms
  • Proficiency and/or knowledge of existing HashiCorp tools such as Vagrant, Terraform, Consul, Nomad or Vault is a plus
  • Experience with implementing software products or solutions to large and dynamic enterprise companies
  • Ability to work well in a highly dynamic and team environment that focuses on providing above industry standard customer service
  • Travel as needed
  • Austin, TX based
  • B.S. degree in an engineering or similar program from an accredited college/university preferred