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