Full-Time

Sr. Cloud Escalation Manager

Updated on 4/30/2024

HashiCorp

HashiCorp

1,001-5,000 employees

Provides multi-cloud infrastructure automation products


Senior

Austin, TX, USA

Required Skills
Microsoft Azure
AWS
Development Operations (DevOps)
Google Cloud Platform
Requirements
  • 10+ years of proven experience in Support Engineering, Professional Services, or SRE/DevOps
  • 3+ years of experience leading technical escalations or incidents
  • Ability to maintain a calm and cool attitude, aiming at de-escalating critical situations, while reassuring stakeholders
  • Excellent communication skills, able to collaborate with various partners including senior leadership and multi-functional teams
  • Ability to negotiate and influence the client to follow HashiCorp's recommended plan
  • Excellent problem-solving, analytical, and logical skills
  • A proven understanding of DevOps Engineering, Software Engineering, or System Administration
  • Experience working with Cloud Providers such as AWS, Azure, and GCP
  • Experience working with Enterprise clients
  • Experience with distributed systems, microservice architecture, and containers
  • Bachelor’s degree in Computer Science, IT, or equivalent professional experience preferred
Responsibilities
  • Drive the resolution of ticket escalations by working with the customer and our internal teams
  • Participate in resolving Cloud incidents by working with the Cloud SRE and R&D teams
  • Collaborate with the Cloud SRE and R&D teams to understand the resolution plan and distill that information to senior leadership and clients
  • Ensure that internal processes are followed when addressing client fleetwide outages
  • Provide the voice of the customer to the Cloud SRE and R&D teams involved in resolving incidents to keep the resolution efforts focused on resolving what clients are experiencing
  • Draft and send regular communications to keep internal and external stakeholders aware of the latest status, progress made thus far, and action items
  • Participate in the technical incident retrospective process by collaborating with the correct technical teams and working with HashiCorp Cloud SRE and R&D teams for permanent remediation and recommendations to the client
  • Drive the client to modify their product or internal configuration to improve the solution’s robustness and scale, ideally following our products' best practices
  • Provide escalation insights, trends, drivers, and statistics to senior leadership
  • Able to build presentations and confidence to speak to large audiences like C-suite leadership, VPs, directors, and client leadership
  • Reduce the number of escalations and incidents over time by doing trend analysis and improving support processes
  • Complete peacetime tasks and projects, such as building or improving training content, knowledgebase articles, quality assessments, support and escalation management processes, and participating in interviews
  • Be part of the Cloud escalation management team on-call rotation and ensure flawless handover of critical issues to other Cloud Support Centers or regions

HashiCorp offers a suite of multi-cloud infrastructure automation products, including Terraform, Packer, Consul, Vault, Boundary, Nomad, Waypoint, and Vagrant, enabling organizations to provision, secure, connect, and run their business-critical applications in the cloud. These technologies support operational efficiency and security of cloud infrastructure for organizations of all sizes.

Company Stage

IPO

Total Funding

$1.4B

Headquarters

San Francisco, California

Founded

2012

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-7%

2 year growth

9%

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