Full-Time
Sr. Cloud Escalation Manager
Updated on 4/30/2024
Multi-cloud infrastructure automation solutions
Senior
Austin, TX, USA
- 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
- 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 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