Sr. Cloud Escalation Manager

About the role...

HashiCorp is looking for a high-caliber Senior Technical Escalation Manager to join our escalation management team in Cloud Support Engineering. You are a fit if you have strong technical cloud and escalation management experience and excellent interpersonal skills.

You will ensure that Sev-1 Cloud Incidents (system down or system degradation) and ticket escalations (escalated by customers through the field organization) are resolved promptly and satisfactorily by working with our Cloud SRE and R&D teams, and the customers.

You will participate in value-added tasks and projects.

In this role, you can expect to...

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. This may include cross-collaboration between internal and customer-facing teams, ensuring ticket hygiene, and orchestrating responses to affected clients.

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. If coming from a support engineering background, you may take Cloud support tickets, to load balance and keep your HashiCorp product knowledge current.

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.

You may be a good fit for our team if you have...

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

The pay range for this role in Austin, TX is $171,400 - $201,700