Let’s get started
By clicking ‘Next’, I agree to the Terms of Service
and Privacy Policy
Jobs / Job page
Manager, Support Engineering image - Rise Careers
Job details

Manager, Support Engineering

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
HashiCorp Glassdoor Company Review
4.0 Glassdoor star iconGlassdoor star iconGlassdoor star iconGlassdoor star icon Glassdoor star icon
HashiCorp DE&I Review
4.2 Glassdoor star iconGlassdoor star iconGlassdoor star iconGlassdoor star icon Glassdoor star icon
CEO of HashiCorp
HashiCorp CEO photo
Dave McJannet
Approve of CEO

Our mission is simple: we’re building the infrastructure that enables innovation.

18 jobs
MATCH
Calculating your matching score...
BENEFITS & PERKS
Dental Insurance
Flexible Spending Account (FSA)
Health Savings Account (HSA)
Vision Insurance
Disability Insurance
Family Medical Leave
Paid Holidays
FUNDING
DEPARTMENTS
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
EMPLOYMENT TYPE
Full-time, hybrid
DATE POSTED
May 10, 2024

Subscribe to Rise newsletter

Risa star 🔮 Hi, I'm Risa! Your AI
Career Copilot
Want to see a list of jobs tailored to
you, just ask me below!
Other jobs
Company
Lattice On-Site San Francisco, CA, USA
Posted 3 years ago
Inclusive & Diverse
Rise from Within
Work/Life Harmony
Passion for Exploration
Diversity of Opinions
Mission Driven
Customer-Centric
Rapid Growth
Company
Posted 3 months ago
Dental Insurance
Flexible Spending Account (FSA)
Health Savings Account (HSA)
Vision Insurance
Disability Insurance
Family Medical Leave
Paid Holidays
Company
Dental Insurance
Flexible Spending Account (FSA)
Health Savings Account (HSA)
Vision Insurance
Disability Insurance
Family Medical Leave
Paid Holidays