Job Information
HashiCorp Sr. Director, Global Support Operations and Programs in San Francisco, California
About the role...
HashiCorp is seeking a Global Sr. Director, Support Operations and Programs.
While a remote role, we need this leader to be based in or near our San Francisco Headquarters for the ability to come into the office once a week.
This person will report to the Chief Support Officer of Global Support.
In this role, the Senior Director will lead and build the team of Support Operations Engineers and program managers for Support Enablement, Strategic Support programs, Incident Management and special programs like FED/GOV support in the future. This role will closely collaborate with our North America & International Support teams in EMEA and APAC. This is imperative for seamless execution of support workflows globally and 24/7. This team will also collaborate closely with our R&D Self-managed and Cloud teams as needed.
In this role you can expect to…
Work with a large North America Cloud Support team which provides 24/7 support Globally
Support Process development and improvements - Ticket Management, Incident Management
Facilitate cross team collaboration between CS, Sales and Support
Assist with international Program Management and Reporting
Collaborate with SVP-Global Support to streamline Sales Exceptions and SLAs
Build Analytics and Decision Support Systems for Global Support 3-YR strategy
Manage the Incident Command Process and its rollout within Support tooling
Manage the Enablement Function with Director of Enablement reporting into this role
Program Manage the Strategic and Federal Support program which is cross-product and requires working with Sales leadership, Support leadership and our FED Support partner
Participate/collaborate with SVP in development of Global Support strategy, Annual budgets and roadmaps for 3-Yr plan
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 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
Rollout of new SLAs for Cloud/Self-Managed products and operationalization of these into Zendesk.
Own and lead key Processes and CSAT metrics for your team
- Process Ownership for Escalation Management, SLA Compliance, 24/7 hand off, and overall On-Call Pager-Duty process.
Lead cross-functionally to drive customer success
Provide status and updates to SVP, Global Support
Continuous Process improvement – Support tools, Support SLAs, Analytics, Reporting.
You may be a good fit for our team if you have...
15+ years relevant experience in Technical Support or services delivery supporting enterprise Software or SaaS products. Technology start-up experience a plus
7+ years’ direct experience leading a team of Support engineers either Globally or in the US
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, startup 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 tools such as Terraform, Vault is a plus as well as knowledge of DevOps tooling
Experience with implementing software products or solutions to key enterprise companies
Ability to work well in a highly dynamic and team environment that focuses on providing above industry standard customer service
Some Travel as needed - up to 25%
B.S. degree in an engineering or similar program from an accredited college / university preferred or equivalent experience
Must be able to come into the SF HQs 1-2 times per week
#LI-Hybrid
Individual pay within the range will be determined based on job related-factors such as skills, experience, and education or training.
The base pay range for this role in the SF Bay Area is:
$233,800—$275,000 USD
The base pay range for this role in California, excluding the SF Bay Area, is:
$214,300—$252,100 USD