People, Person, Computer, Electronics, LCD Screen, Laptop, Pc


Manager, Support EngineeringSan Francisco, California, United States

Manager, Support Engineering

San Francisco | California | United States

HashiCorp is seeking a Manager, Support Engineering, based in our San Francisco headquarters. In this role the Manager, Support Engineering will manage incident escalations from our enterprise customers, track and report issues found by our enterprise customers, and help with the management of the US Support Engineering team. The US Support Engineering 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.


Oversee Customer Support Issues

Track and document customer support issues

Guarantee all customer support issues meet the documented SLA

Report all escalated incidents, making sure the correct feedback makes it to the correct teams within HashiCorp

Manage customer escalations from your direct reports, and follow a methodical escalation process

Recruit, mentor, and inspire a world-class team

Build a pipeline of great candidates and future employees

Set expectations on performance and give feedback as needed

Set up training schedules and mentoring opportunities

Drive performance standards to ensure team is performing at consistently high levels

Drive alignment with Customer Success

Work with our Customer Success team to guarantee all VIP customers are being handled with care

Give feedback to Technical Account Managers (TAM) regarding any customers experiencing issues which might need TAM attention.

Work with Customer Success during sales cycle, and guarantee hand-off occur easily, making sure that Support Engineering is fully prepared for new and large customers requiring special needs.

Own and manage key metrics for your team

Service Level Agreements (SLA)

Current Support Load

Customer Satisfaction

Lead cross-functionally to drive customer success

Provide status and updates

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.


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 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


B.S. degree in an engineering or similar program from an accredited college / university preferred or equivalent experience

I'm interested

Not ?

Thank you. Please wait while we forward you to the application.

Similar Jobs

There are currently no jobs matching this criteria