Job Information
HashiCorp Manager, Support Engineering in Austin, Texas
Manager, Support Engineering - Terraform
Location: Austin, TX
Hybrid (Ability to come into the Austin office 1-2 times a week if need be)
HashiCorp is seeking a Manager, Support Engineering to join the Terraform Support Engineering team. This strategic role will report to the Director, Support Engineering - Terraform.In this role the Manager, Support Engineering will work hand in hand with the Terraform Support Engineering team to manage incident escalations from our enterprise customers and track and report issues found by our enterprise customers.The Terraform Support Engineering (US) 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 within the SLA of the ticket placed.
Responsibilities:
Oversee Customer Support Issues
Track and document customer support issues
Guarantee all customer support issues meet the documented SLA
Manage the day to day function of the Technical Support Engineering team for Terraform
Own and improve processes for effective support of our customers
Maintain KPIs
Recruit, mentor, and inspire a world-class team
Hiring manager duties
Manage a team of direct reports
Set expectations on performance and give feedback as needed
Weekly 1:1 with direct reports
Set up training schedules and mentoring opportunities
Drive performance standards to ensure team is performing at consistently high levels and meeting KPIs
Drive alignment with Account and Engineering/Product Teams
Drive improvements to the product with the Product/Eng team utilizing data from customer incidents
Work with our Account Teams to guarantee all customers are being handled with care
Give feedback to Account Managers regarding any customers experiencing issues which might need attention.
Work directly with Engineering and Product leadership and PMs to stay up to date on upcoming changes
Ensure communication with Product and Engineering is open and consistent, processes between teams are in place and efficient
Own and manage key metrics for your team
Service Level Agreements (SLA)
Current Support Load
Customer Satisfaction
Knowledge Base Articles (KBs)
Monthly Capacity Planning
Product updates and training
Lead cross-functionally to drive customer success
Provide status and updates to Director, Support Engineering and Sr. Leadership
Gather feedback from other departments, including Sales, Success, Product, and others, to improve the overall customer experience
Continuous process improvements – support engineering tools, process, on-call rotations, team structure, etc.
Requirements
5+ years relevant experience in Support Engineering, Customer Success, or Customer Satisfaction. Technology start-up experience a plus
3+ years’ experience managing 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 and changing priorities in a fast-paced, ever-evolving, startup environment
Inspirational leader who can motivate teams to achieve and exceed goals
Ability to provide expert guidance for HashiCorp product deployment with strong skill sets in infrastructure architecture, cloud, IT operations, security, and development technologies and processes
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, 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
Education:
- B.S. degree in an engineering or similar program from an accredited college / university preferred or equivalent experience
#LI-Hybrid