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    Sr. Cloud Escalation Manager - Austin, United States - HashiCorp

    HashiCorp
    HashiCorp Austin, United States

    3 weeks ago

    Default job background
    Regular, Full time
    Description

    About the role...

    HashiCorp is looking for a high-caliber Senior Technical Escalation Manager to join our escalation management team in Cloud Support Engineering. You are a fit if you have strong technical cloud and escalation management experience and excellent interpersonal skills.

    You will ensure that Sev-1 Cloud Incidents (system down or system degradation) and ticket escalations (escalated by customers through the field organization) are resolved promptly and satisfactorily by working with our Cloud SRE and R&D teams, and the customers.

    You will participate in value-added tasks and projects.

    In this role, you can expect to...

    • Drive the resolution of ticket escalations by working with the customer and our internal teams.
    • Participate in resolving Cloud incidents by working with the Cloud SRE and R&D teams.
    • Collaborate with the Cloud SRE and R&D teams to understand the resolution plan and distill that information to senior leadership and clients.
    • Ensure that internal processes are followed when addressing client fleetwide outages. This may include cross-collaboration between internal and customer-facing teams, ensuring ticket hygiene, and orchestrating responses to affected clients.
    • Provide the voice of the customer to the Cloud SRE and R&D teams involved in resolving incidents to keep the resolution efforts focused on resolving what clients are experiencing.
    • Draft and send regular communications to keep internal and external stakeholders, aware of the latest status, progress made thus far, and action items.
    • Participate in the technical incident retrospective process by collaborating with the correct technical teams and working with HashiCorp Cloud SRE and R&D teams for permanent remediation and recommendations to the client.
    • Drive the client to modify their product or internal configuration to improve the solution's robustness and scale, ideally following our products' best practices.
    • Provide escalation insights, trends, drivers, and statistics to senior leadership.
    • Able to build presentations and confidence to speak to large audiences like C-suite leadership, VPs, directors, and client leadership.
    • Reduce the number of escalations and incidents over time by doing trend analysis and improving support processes.
    • Complete peacetime tasks and projects, such as building or improving training content, knowledgebase articles, quality assessments, support and escalation management processes, and participating in interviews. If coming from a support engineering background, you may take Cloud support tickets, to load balance and keep your HashiCorp product knowledge current.
    • Be part of the Cloud escalation management team on-call rotation and ensure flawless handover of critical issues to other Cloud Support Centers or regions.

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

    • 10+ years of proven experience in Support Engineering, Professional Services, or SRE/DevOps
    • 3+ years of experience leading technical escalations or incidents
    • Ability to maintain a calm and cool attitude, aiming at de-escalating critical situations, while reassuring stakeholders
    • Excellent communication skills, able to collaborate with various partners including senior leadership and multi-functional teams
    • Ability to negotiate and influence the client to follow HashiCorp's recommended plan
    • Excellent problem-solving, analytical, and logical skills
    • A proven understanding of DevOps Engineering, Software Engineering, or System Administration
    • Experience working with Cloud Providers such as AWS, Azure, and GCP
    • Experience working with Enterprise clients
    • Experience with distributed systems, microservice architecture, and containers
    • Bachelor's degree in Computer Science, IT, or equivalent professional experience preferred

    The pay range for this role in Austin, TX is $171,400 - $201,700

    ALERT: HashiCorp has received reports of scams where individuals purporting to represent HashiCorp conduct bogus "employment interviews" via email or text, and then request payment as a condition for receiving an offer of employment. HashiCorp and its subsidiaries do not conduct interviews by email or text, and will never request payment as a condition for applying for a position or receiving an offer of employment. These scam operators may also ask for your personal information (name, address, birthdate, social security number, etc.), which you should not provide to them. If you have been the target of such a scam, you should report it to the U.S. Federal Trade Commission (see this FTC posting for further details: ) the office of your state Attorney General, or the government agency responsible for investigating matters such as this where you reside.



    HashiCorp is proud to be an Equal Employment Opportunity employer. We are committed to providing equal employment opportunities to qualified applicants and do not discriminate on the basis of race, color, ancestry, religion, sex, pregnancy, gender, gender identity, gender expression, sexual orientation, national origin, age, marital status, genetic information, disability, protected veteran status or any other characteristic protected by federal, state, or local laws. We also consider qualified applicants with arrest and conviction records consistent with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Ordinance, and other applicable state or local laws.
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