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About the role...

HashiCorp is looking for a high-caliber Senior Technical Escalation Manager to build and lead our escalation management function for Consul and HashiCorp Cloud Platform. This highly visible position will be an integral part of the Support Engineering Leadership team and report to the Director of Support Engineering. You are a fit if you thrive in a fast-paced environment that values crucial communication, alignment with our company's core principles, collaboration, and results, and have a mix of strong technical, customer, and project management skills.

This individual will be responsible for ensuring that SEV-1 issues are owned and resolved promptly by the team, sets clear expectations, and personally drives hot issues and critical situations to resolution.

In this role, you can expect to...

• Be responsible for technical support escalations for Vault, Terraform, Consul, Nomad, and HCP

• Own and drive the resolution of technical critical issues

• Own and drive the RCA with recommendations for the closure

• Build the escalation resolution plan, lead escalation calls, and sometimes take ownership of escalated ticket(s)

• Build escalation reports and dashboards

• Provide escalations insights, trends, drivers, and statistics

• Work multi-functionally to solve highly sophisticated technical customer issues

• Work to reduce the number of critical issues over time

• Manage projects and collaborate with Engineering

• Work on improving support processes

• Be a contact for after-hours emergency escalations

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

• 12+ years of proven experience in Support Engineering

• 3+ years of experience leading technical escalations

• Strong communication skills, able to collaborate with various partners including senior leadership and multi-functional teams

• Strong influencing and negotiation skills

• Experience working with Enterprise customers and advocating for customer experience

• Ability to multi-task and handle high-pressure situations

• Excellent problem-solving, analytical, and troubleshooting skills

• The ability to speak additional languages would be an advantage

• Excellent work ethic, attention to detail, and self-starting

• A proven understanding of DevOps Engineering, Software Engineering, or System Administration

These technical skills would be an advantage:

• Ability to read sophisticated code for troubleshooting and familiarity with Github

• Experience with major cloud platforms, distributed systems, microservice architecture, and containers

• Experience with scripting tool of choice to help automate reproduction environments (for example, Bash, Python)

• Experience with REST APIs and command-line tools

• Bachelor’s degree in Computer Science, IT, or equivalent professional experience #LI-AD1 #LI-Hybrid

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