Director, Support Engineering

Director, Support Engineering - HCP Infrastructure

Hybrid role: Must be based in Austin, TX and able to come into the office 1-2 times a week

About the role...

HashiCorp is seeking a Director, Support Engineering. This strategic role will report to the Senior Director of Cloud Support Engineering.

In this role, the Director, of Support Engineering will lead the U.S. team of Support Engineers for the HashiCorp Cloud Platform Infrastructure products including, for instance, Terraform Cloud.

This role will closely collaborate with other HashiCorp Support teams in North America, EMEA, and APJ. This is imperative for the seamless execution of support workflows globally and 24/7. This team will also collaborate closely with our Cloud SRE team that operates the HashiCorp Cloud Platform and with Engineering.

In this role you can expect to...

Manage the North America HCP Infrastructure Support team in Austin which provides 24/7 support with the assistance from our EMEA Sofia team and APJ Delhi team.

• Lead the HCP Infrastructure support team in the U.S.
• Provide leadership and guidance to the HCP Infrastructure support teams in Sofia, Bulgaria, and Delhi, India.
• Interface with HCP Product leadership teams in the Infrastructure division to provide support input on the products and to be up to date with the latest Product development
• Develop and improve processes
• Handle critical customer issues
• Participate in 24/7 Sev-1 on-call rotation
• Work on continuously improving team performance, operation, structure, processes, and tools ensuring delivery of industry-leading enterprise cloud technical support to HCP Infrastructure customers
• Ensure the team contributes to the Knowledge Base leading to case deflection
• Gather feedback from other departments, including our WW Technical Field Operations, Product, and others, to improve the overall customer experience

Recruit, mentor, and inspire an extraordinary team and build and lead a capacity plan

• Build a pipeline of phenomenal candidates and future employees
• Set up training schedules and mentoring opportunities
• Drive performance standards to ensure the team is performing at consistently high levels
• Forecast capacity needs and performance against that capacity.

SLA Management and assist with definitions of Support policies

• EOL and Support Lifecycle
• SLA definitions

Own and lead key Processes and CSAT metrics for your team

• Process Ownership for Escalation Management, SLA Compliance, 24/7 handoff, Triage of issues, and overall On-Call process.

Lead cross-functionally to drive customer success

• Provide status and updates to Global Support Leadership
• Continuous Process improvement - Support tools, SLAs, Analytics, and Reporting.

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

• 10+ years relevant experience in Support Engineering, Dev/Ops, Cloud Ops
• 5+ years' experience leading and developing technical support teams
• Must reside in the Austin, TX area
• Experience in enterprise software release processes and 24/7 support processes
• Expertise in supporting SaaS platforms is required.
• Expertise in Open source is a plus
• Experience and participation within the DevOps community and Cloud technologies
• Proficiency with status gathering and reporting for a large customer base
• Comfortable multi-tasking and juggling competing and changing priorities in a fast-paced, ever-evolving company environment
• Inspirational leader who can motivate teams to achieve and exceed goals
• Proficiency in understanding concepts and technologies in DevOps, Multi-Cloud operations, security, microservices, containers, and scheduling platforms.
• Proficiency, and/or knowledge of existing HashiCorp infrastructure tools such as Terraform, is a strong plus as well as knowledge of DevOps tooling
• Knowledge of AWS or Azure is a major advantage
• Experience with implementing software products or solutions for key enterprise companies
• Ability to work well in a highly dynamic and team environment that focuses on providing above-industry-standard customer support
• Travel as needed - up to 25%
• A B.S. degree in an engineering or similar program from an accredited college/university preferred
• Must be able to come into the Austin, TX office 1-2 times a week