Sr. Director, Global Support Operations and Programs

About HashiCorp

HashiCorp is a fast-growing startup that solves development, operations, and security challenges in infrastructure so organizations can focus on business-critical tasks. We build products to give organizations a consistent way to manage their move to cloud-based IT infrastructures for running their applications. Our products enable companies large and small to mix and match AWS, Microsoft Azure, Google Cloud, and other clouds as well as on-premises environments, easing their ability to deliver new applications for their business.

About the role...

HashiCorp is seeking a Global Sr. Director, Support Operations and Programs.

While a remote role, we need this leader to be based in or near our San Francisco Headquarters for the ability to come into the office once a week.

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.

In this role you can expect to…

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.

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

• 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

Must be able to come into the SF HQs 1-2 times per week