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Manager, Support Engineering

3 months ago

Austin, United States HashiCorp Full time
Manager, Support Engineering - Terraform   Location: Austin, TX Hybrid (Ability to come into the Austin office 1-2 times a week if need be)

HashiCorp is seeking a Manager, Support Engineering to join the Terraform Support Engineering team. This strategic role will report to the Director, Support Engineering - Terraform.In this role the Manager, Support Engineering will work hand in hand with the Terraform Support Engineering team to manage incident escalations from our enterprise customers and track and report issues found by our enterprise customers.The Terraform Support Engineering (US) 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 within the SLA of the ticket placed.   Responsibilities:
Oversee Customer Support Issues
  • Track and document customer support issues
  • Guarantee all customer support issues meet the documented SLA
  • Manage the day to day function of the Technical Support Engineering team for Terraform
  • Own and improve processes for effective support of our customers
  • Maintain KPIs
Recruit, mentor, and inspire a world-class team
  • Hiring manager duties
  • Manage a team of direct reports
  • Set expectations on performance and give feedback as needed
  • Weekly 1:1 with direct reports
  • Set up training schedules and mentoring opportunities
  • Drive performance standards to ensure team is performing at consistently high levels and meeting KPIs
Drive alignment with Account and Engineering/Product Teams
  • Drive improvements to the product with the Product/Eng team utilizing data from customer incidents
  • Work with our Account Teams to guarantee all customers are being handled with care
  • Give feedback to Account Managers regarding any customers experiencing issues which might need attention.
  • Work directly with Engineering and Product leadership and PMs to stay up to date on upcoming changes
  • Ensure communication with Product and Engineering is open and consistent, processes between teams are in place and efficient
Own and manage key metrics for your team
  • Service Level Agreements (SLA)
  • Current Support Load
  • Customer Satisfaction
  • Knowledge Base Articles (KBs)
  • Monthly Capacity Planning
  • Product updates and training
Lead cross-functionally to drive customer success
  • Provide status and updates to Director, Support Engineering and Sr. Leadership
  • 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.

Requirements
  • 5+ years relevant experience in Support Engineering, Customer Success, or Customer Satisfaction. Technology start-up experience a plus
  • 3+ 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 and changing priorities in a fast-paced, ever-evolving, startup environment
  • Inspirational leader who can motivate teams to achieve and exceed goals
  • Ability to provide expert guidance for HashiCorp product deployment with strong skill sets in infrastructure architecture, cloud, IT operations, security, and development technologies and processes
  • 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
Education:
  • B.S. degree in an engineering or similar program from an accredited college / university preferred or equivalent experience

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