Technical Escalation Manager



Melbourne, VIC, Australia
Posted on Wednesday, May 15, 2024

About the role...

HashiCorp is looking for a high-caliber Technical Escalation Manager to build and lead our escalation management function across products. This highly visible position will be an integral part of the Support Engineering Leadership team and report to the Sr Director of Support Engineering. You are a fit if you thrive in a fast-paced environment that values crucial communication, alignment with our company's core principles, collaboration, results and have a mix of strong technical, customer, and project management skills.

This individual will be responsible for ensuring that SEV-1 issues are owned and resolved promptly by the team, sets clear expectations and personally drives hot issues and critical situations to resolution.

HashiCorp embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our company will be.

In this role, you can expect to...

  • Be responsible for technical support escalations across product lines
  • Own and drive the resolution of technical critical issues
  • Build the escalation resolution plan, lead escalation calls and sometimes take ownership of escalated ticket(s)
  • Build escalation reports and dashboards
  • Provide escalations insights, trends, drivers, and statistics
  • Work multi-functionally to solve highly sophisticated technical customer issues
  • Work to reduce the number of critical issues over time
  • Manage projects and collaborate with Engineering
  • Work on improving support processes
  • Be part of an on-call rotation for contact for after-hours emergency escalations, including weekends.
  • Working with Enterprise customers and advocating for customer experience

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

  • 7+ years proven experience in Support Engineering
  • 2+ years experience leading technical escalations
  • Passionate about working with people and a strong interest in helping customers succeed
  • Ability to multi-task and handle high-pressure situations
  • Excellent problem solving, analytical, and troubleshooting skills
  • Strong communication and reporting skills, able to collaborate with various partners, including senior leadership and multi-functional teams
  • Strong influencing and negotiation skills
  • Excellent work ethic, attention to detail, and self-starting
  • A proven understanding of DevOps Engineering, Software Engineering, or System Administration
  • Ability to read sophisticated code for troubleshooting and familiarity with GitHub
  • Experience with major cloud platforms, distributed systems, microservice architecture, and containers
  • Experience with scripting tool of choice to help automate reproduction environments (for example, Bash, Python)
  • Experience with REST APIs and command-line tools