Full-Time
Director – Support Engineering
Updated on 4/30/2024
Multi-cloud infrastructure automation solutions
Senior
Austin, TX, USA
- 10+ years relevant experience in Support Engineering, Dev/Ops, Cloud Ops
- 5+ years’ experience leading and developing technical support teams
- Must reside in the Austin, TX area
- 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
- 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 infrastructure tools such as Terraform, is a strong plus as well as knowledge of DevOps tooling
- Knowledge of AWS or Azure is a major advantage
- Experience with implementing software products or solutions for key enterprise companies
- Ability to work well in a highly dynamic and team environment that focuses on providing above-industry-standard customer support
- Travel as needed - up to 25%
- A B.S. degree in an engineering or similar program from an accredited college/university preferred
- Must be able to come into the Austin, TX office 1-2 times a week
- Manage the North America HCP Infrastructure Support team in Austin which provides 24/7 support with the assistance from our EMEA Sofia team and APJ Delhi team
- Lead the HCP Infrastructure support team in the U.S.
- Provide leadership and guidance to the HCP Infrastructure support teams in Sofia, Bulgaria, and Delhi, India
- Interface with HCP Product leadership teams in the Infrastructure division to provide support input on the products and to be up to date with the latest Product development
- Develop and improve processes
- Handle critical customer issues
- Participate in 24/7 Sev-1 on-call rotation
- Work on continuously improving team performance, operation, structure, processes, and tools ensuring delivery of industry-leading enterprise cloud technical support to HCP Infrastructure customers
- Ensure the team contributes to the Knowledge Base leading to case deflection
- Gather feedback from other departments, including our WW Technical Field Operations, Product, and others, to improve the overall customer experience
- 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 the 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
- Own and lead key Processes and CSAT metrics for your team
- Process Ownership for Escalation Management, SLA Compliance, 24/7 handoff, Triage of issues, and overall On-Call process
- Lead cross-functionally to drive customer success
- Provide status and updates to Global Support Leadership
- Continuous Process improvement – Support tools, SLAs, Analytics, and Reporting
HashiCorp specializes in providing a suite of multi-cloud infrastructure automation products such as Terraform, Packer, and Vault, which empower organizations to efficiently manage and secure their cloud operations. Working at this company offers a rich opportunity to be at the forefront of cloud technology, contributing to significant operational improvements and security enhancements for businesses globally. The collaborative environment and commitment to cutting-edge technology make it an attractive workplace for professionals passionate about cloud infrastructure and innovation.
Company Stage
IPO
Total Funding
$1.4B
Headquarters
San Francisco, California
Founded
2012
6 month growth
↑ 0%1 year growth
↓ -7%2 year growth
↑ 8%Benefits
Medical, dental & vision
Life & disability insurance
Flexible spending account (FSA)
Vacation and Other Leaves
401(k)
Family Expansion Benefit
Maternity and Parental Leave
Expanded Mental Health Support