Full-Time

Sr. Director

Global Support Operations and Programs

Confirmed live in the last 24 hours

HashiCorp

HashiCorp

1,001-5,000 employees

Automates multi-cloud and hybrid infrastructure management

Enterprise Software
Cybersecurity

Compensation Overview

$233.8k - $275kAnnually

Expert

San Francisco, CA, USA

Requires onsite presence in San Francisco 1-2 times per week.

Category
Customer Success
Customer Support
Customer Success & Support
Required Skills
Zendesk
Terraform
Customer Service
Development Operations (DevOps)
Data Analysis
Requirements
  • 15+ years relevant experience in Technical Support or services delivery supporting enterprise Software or SaaS products. Technology start-up experience a plus
  • 7+ years’ direct experience leading a team of Support engineers either Globally or in the US
  • 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 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, Multi-Cloud operations, security, microservices, containers, and scheduling platforms.
  • Proficiency and/or knowledge of existing HashiCorp tools such as Terraform, Vault is a plus as well as knowledge of DevOps tooling
  • Experience with implementing software products or solutions to key enterprise companies
  • Ability to work well in a highly dynamic and team environment that focuses on providing above industry standard customer service
  • Some Travel as needed - up to 25%
  • B.S. degree in an engineering or similar program from an accredited college / university preferred or equivalent experience
  • Must be able to come into the SF HQs 1-2 times per week
Responsibilities
  • Support Process development and improvements - Ticket Management, Incident Management
  • Facilitate cross team collaboration between CS, Sales and Support
  • Assist with international Program Management and Reporting
  • Collaborate with SVP-Global Support to streamline Sales Exceptions and SLAs
  • Build Analytics and Decision Support Systems for Global Support 3-YR strategy
  • Manage the Incident Command Process and its rollout within Support tooling
  • Manage the Enablement Function with Director of Enablement reporting into this role
  • Program Manage the Strategic and Federal Support program which is cross-product and requires working with Sales leadership, Support leadership and our FED Support partner
  • Participate/collaborate with SVP in development of Global Support strategy, Annual budgets and roadmaps for 3-Yr plan
  • 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 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
  • Rollout of new SLAs for Cloud/Self-Managed products and operationalization of these into Zendesk.
  • Own and lead key Processes and CSAT metrics for your team
  • Process Ownership for Escalation Management, SLA Compliance, 24/7 hand off, and overall On-Call Pager-Duty process.
  • Lead cross-functionally to drive customer success
  • Provide status and updates to SVP, Global Support
  • Continuous Process improvement – Support tools, Support SLAs, Analytics, Reporting.

HashiCorp specializes in cloud infrastructure and security management, providing tools that help organizations automate and manage their operations across multiple cloud platforms and on-premises data centers. Their products enable businesses to efficiently set up, maintain, and secure their cloud resources while ensuring compliance with regulations. HashiCorp serves a wide range of clients, from large enterprises to startups, addressing the growing challenges of cloud costs and the need for skilled professionals in the rapidly expanding cloud sector. Unlike many competitors, HashiCorp offers both open-source and enterprise versions of its products, allowing a broad user base to access their tools, with the potential to convert users into paying customers for more advanced features. The company's goal is to provide high-value solutions that optimize cloud spending and enhance infrastructure management.

Company Stage

IPO

Total Funding

$1.4B

Headquarters

San Francisco, California

Founded

2012

Growth & Insights
Headcount

6 month growth

2%

1 year growth

9%

2 year growth

-1%
Simplify Jobs

Simplify's Take

What believers are saying

  • The strategic collaboration agreement with AWS enhances HashiCorp's market reach and co-innovation capabilities, promising robust growth opportunities.
  • The $6.4 billion acquisition by IBM could provide HashiCorp with additional resources and integration into IBM's hybrid cloud strategy, potentially accelerating its market penetration.
  • Significant investments from firms like Contour Asset Management LLC indicate strong investor confidence and financial stability.

What critics are saying

  • The FTC's antitrust investigation into IBM's acquisition of HashiCorp could delay the deal, creating uncertainty and potential operational disruptions.
  • The competitive landscape in cloud infrastructure and security management is intense, with major players like AWS, Google Cloud, and Microsoft Azure posing significant threats.

What makes HashiCorp unique

  • HashiCorp's dual approach of offering both open-source and enterprise versions of its products allows it to build a large user base and convert a portion into paying customers, unlike competitors who may focus solely on one model.
  • The company's strong emphasis on multi-cloud and hybrid environments sets it apart in a market where many competitors focus on single-cloud solutions.
  • HashiCorp's tools, such as Terraform, are widely recognized and adopted, with Terraform surpassing two billion downloads, highlighting its industry-leading position.

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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