• Full Time
  • Remote

Website HashiCorp

Manager, Support Engineering – Nomad
About HashiCorp
HashiCorp is a fast-growing startup that solves development, operations, and security challenges in infrastructure so organizations can focus on business-critical tasks. We build tools to ease these decisions by presenting solutions that span the gaps. Our tools manage both physical machines and virtual machines, Windows, and Linux, SaaS and IaaS, etc.

About the Role
HashiCorp is seeking a Manager, Support Engineering for our Nomad team. In this role you will manage incident escalations, track and report issues found by our enterprise customers, and help with the management of the US Support Engineering team. This team is responsible for handling all customer reported issues, and following these issues through resolution, ensuring the customer is satisfied and has a stable system working.

In this role, you can expect to:
Track and document customer support issues, guaranteeing they meet documented SLAs
Ensure customer feedback reaches the correct teams within HashiCorp
Methodically manage customer escalations from your direct reports
Build and lead a team: Drive all performance standards, facilitate trainings and mentorship opportunities, and provide feedback as needed
Partner with our Customer Success team to guarantee all VIP customers are being handled with care
Work with Customer Success during sales cycle, and guarantee hand-offs occur easily, making sure that Support Engineering is fully prepared for new and large customers requiring special needs.
Own and manage important metrics, including Service Level Agreements (SLA), Current Support Load, and Customer Satisfaction
Provide status and updates to Director, Support Engineering
Gather feedback from other departments, including Sales, Success, Product, and others, to improve the overall customer experience
Continuous process improvements – support engineering tools, process, on-call rotations, team structure, etc
You may be a good fit for our team if you have:
10+ years relevant experience in Support Engineering, Customer Success, or Customer Satisfaction. Technology start-up experience a plus
5+ years’ experience managing a team of Support Engineers
Experience in enterprise software release and support processes
Expertise in open source and SaaS is a major advantage
Experience and participation within the DevOps community
Proficiency with status gathering and reporting for a large customer base
Comfortable multi-tasking and juggling competing 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, IT operations, security, cloud, microservices, containers, and scheduling platforms
Proficiency and/or knowledge of existing HashiCorp tools such as Vagrant, Terraform, Consul, Nomad, Vault is a plus
Experience with implementing software products or solutions to large and dynamic enterprise companies
Ability to work well in a highly dynamic and team environment that focuses on providing above industry standard customer service
Travel as needed
B.S. degree in an engineering or similar program from an accredited college / university preferred or equivalent experience
HashiCorp embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our company will be. #LI-JN1

To apply for this job email your details to rshaw@hashicorp.com