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Technical Escalation Manager

HashiCorp, United States (Remote)

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About HashiCorp

At HashiCorp, we’re building a generation-defining infrastructure software company, powered by our core principles and a growing team of talented, committed professionals working together to help organizations seamlessly transition to and operate in the cloud. Founded in 2012 and headquartered in San Francisco, 85 percent of our employees work remotely, strategically distributed around the globe. From our inception we built the company with a remote-first approach because we believe talent has no boundaries.

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 looking for a high-caliber Technical Escalation Manager on the EAST COAST to build and lead our escalation management function for Vault and HashiCorp Cloud Platform Support Engineering team. This highly visible position will be an integral part of the Support Engineering management team and report to the Sr Director of Cloud 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 resolved promptly by the team and personally drive hot issues and critical situations to resolution.

In this role, you can expect to...

  • Be responsible for technical support escalations for Vault and HCP
  • 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 a contact for after-hours emergency escalations

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

  • 5+ 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 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 working with Enterprise customers and advocating for customer experience
  • 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
  • Bachelor’s degree in Computer Science, IT, or equivalent professional experience

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.

 

#LI-Remote

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.

For more information regarding how HashiCorp collects, uses, and manages personal information, please review our Privacy Policy.

 

About HashiCorp

HashiCorp is a company based in San Francisco that solves development, operations, and security challenges in infrastructure so organizations can focus on business-critical tasks. Who We Are HashiCorp was founded by Mitchell Hashimoto and Armon Dadgar in 2012 with the goal of revolutionizing datacenter management: application development, delivery, and maintenance. The datacenter of today is very different than the datacenter of yesterday, and we think the datacenter of tomorrow is just around the corner. We're writing software to take you all the way from yesterday to today, and then safely to tomorrow and beyond. Physical, virtual, containers. Private cloud, public cloud, hybrid cloud. IaaS, PaaS, SaaS. Windows, Linux, Mac. These are just some of the choices faced when architecting a datacenter of today. And the choice is not one or the other; instead, it is often a combination of many of these. HashiCorp builds tools to ease these decisions by presenting solutions that span the gaps. Our tools manage both physical machines and virtual machines, Windows, and Linux, SaaS and IaaS, etc. And we're committed to supporting next-generation technologies, as well. HashiCorp was founded and continues to be run by the primary authors of all our core technologies powering thousands of companies worldwide. We speak at conferences and write books related to application and infrastructure management. All our foundational technologies are open source and developed openly, and have been since 2010.

HashiCorp

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