HashiCorp, Inc.
Sr. Director, Global Support Operations and Programs
HashiCorp, Inc., San Francisco, California, United States, 94199
Sr. Director, Global Support Operations and Programs
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 you can expect to…Support Process development and improvements - Ticket Management, Incident ManagementFacilitate cross team collaboration between CS, Sales and SupportAssist with international Program Management and ReportingCollaborate with SVP-Global Support to streamline Sales Exceptions and SLAsBuild Analytics and Decision Support Systems for Global Support 3-YR strategyManage the Incident Command Process and its rollout within Support toolingManage the Enablement Function with Director of Enablement reporting into this roleProgram Manage the Strategic and Federal Support program which is cross-product and requires working with Sales leadership, Support leadership and our FED Support partnerParticipate/collaborate with SVP in development of Global Support strategy, Annual budgets and roadmaps for 3-Yr planRecruit, mentor, and inspire an extraordinary team and build and lead a capacity planBuild a pipeline of phenomenal candidates and future employeesSet up training schedules and mentoring opportunitiesDrive performance standards to ensure team is performing at consistently high levelsForecast capacity needs and performance against that capacity.SLA Management and assist with definitions of Support policiesEOL and Support LifecycleRollout of new SLAs for Cloud/Self-Managed products and operationalization of these into Zendesk.Own and lead key Processes and CSAT metrics for your teamProcess Ownership for Escalation Management, SLA Compliance, 24/7 hand off, and overall On-Call Pager-Duty process.Lead cross-functionally to drive customer successProvide status and updates to SVP, Global SupportContinuous 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 plus7+ years’ direct experience leading a team of Support engineers either Globally or in the USExperience in enterprise software release processes and 24/7 support processesExpertise in supporting SaaS platforms is required.Expertise in Open source is a plusExperience and participation within the DevOps community and Cloud technologiesProficiency with status gathering and reporting for a large customer baseComfortable multi-tasking and juggling competing and changing priorities in a fast-paced, ever-evolving, startup environmentInspirational leader who can motivate teams to achieve and exceed goalsProficiency 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 toolingExperience with implementing software products or solutions to key enterprise companiesAbility to work well in a highly dynamic and team environment that focuses on providing above industry standard customer serviceSome Travel as needed - up to 25%B.S. degree in an engineering or similar program from an accredited college / university preferred or equivalent experienceMust be able to come into the SF HQs 1-2 times per week#LI-HybridIndividual pay within the range will be determined based on job related-factors such as skills, experience, and education or training.$233,800 — $275,000 USDApplyLife at HashiCorp
HashiCorp is driven by our people and our principles which have been the foundation of everything we do since the company was founded in 2012. Join us on our journey as we work to support the world's most innovative companies as they transition to cloud and multi-cloud infrastructure through simple yet powerful workflows and automation.At HashiCorp, we build the infrastructure that enables innovation. Our suite of multi-cloud infrastructure automation products are the underpinnings of the largest enterprises in the world, who rely on our solutions to provision, secure, connect, and run their critical applications to deliver crucial services, communications tools, and entertainment platforms to the world.HashiCorp is proud to be an Equal Employment Opportunity employer. We are committed to providing equal employment opportunities to qualified applicants and do not discriminate on the basis of race, color, ancestry, religion, sex, pregnancy, gender, gender identity, gender expression, sexual orientation, national origin, age, marital status, genetic information, disability, protected veteran status or any other characteristic protected by federal, state, or local laws.HashiCorp is committed to providing reasonable accommodations to qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, please reach out to benefits@hashicorp.com
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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 you can expect to…Support Process development and improvements - Ticket Management, Incident ManagementFacilitate cross team collaboration between CS, Sales and SupportAssist with international Program Management and ReportingCollaborate with SVP-Global Support to streamline Sales Exceptions and SLAsBuild Analytics and Decision Support Systems for Global Support 3-YR strategyManage the Incident Command Process and its rollout within Support toolingManage the Enablement Function with Director of Enablement reporting into this roleProgram Manage the Strategic and Federal Support program which is cross-product and requires working with Sales leadership, Support leadership and our FED Support partnerParticipate/collaborate with SVP in development of Global Support strategy, Annual budgets and roadmaps for 3-Yr planRecruit, mentor, and inspire an extraordinary team and build and lead a capacity planBuild a pipeline of phenomenal candidates and future employeesSet up training schedules and mentoring opportunitiesDrive performance standards to ensure team is performing at consistently high levelsForecast capacity needs and performance against that capacity.SLA Management and assist with definitions of Support policiesEOL and Support LifecycleRollout of new SLAs for Cloud/Self-Managed products and operationalization of these into Zendesk.Own and lead key Processes and CSAT metrics for your teamProcess Ownership for Escalation Management, SLA Compliance, 24/7 hand off, and overall On-Call Pager-Duty process.Lead cross-functionally to drive customer successProvide status and updates to SVP, Global SupportContinuous 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 plus7+ years’ direct experience leading a team of Support engineers either Globally or in the USExperience in enterprise software release processes and 24/7 support processesExpertise in supporting SaaS platforms is required.Expertise in Open source is a plusExperience and participation within the DevOps community and Cloud technologiesProficiency with status gathering and reporting for a large customer baseComfortable multi-tasking and juggling competing and changing priorities in a fast-paced, ever-evolving, startup environmentInspirational leader who can motivate teams to achieve and exceed goalsProficiency 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 toolingExperience with implementing software products or solutions to key enterprise companiesAbility to work well in a highly dynamic and team environment that focuses on providing above industry standard customer serviceSome Travel as needed - up to 25%B.S. degree in an engineering or similar program from an accredited college / university preferred or equivalent experienceMust be able to come into the SF HQs 1-2 times per week#LI-HybridIndividual pay within the range will be determined based on job related-factors such as skills, experience, and education or training.$233,800 — $275,000 USDApplyLife at HashiCorp
HashiCorp is driven by our people and our principles which have been the foundation of everything we do since the company was founded in 2012. Join us on our journey as we work to support the world's most innovative companies as they transition to cloud and multi-cloud infrastructure through simple yet powerful workflows and automation.At HashiCorp, we build the infrastructure that enables innovation. Our suite of multi-cloud infrastructure automation products are the underpinnings of the largest enterprises in the world, who rely on our solutions to provision, secure, connect, and run their critical applications to deliver crucial services, communications tools, and entertainment platforms to the world.HashiCorp is proud to be an Equal Employment Opportunity employer. We are committed to providing equal employment opportunities to qualified applicants and do not discriminate on the basis of race, color, ancestry, religion, sex, pregnancy, gender, gender identity, gender expression, sexual orientation, national origin, age, marital status, genetic information, disability, protected veteran status or any other characteristic protected by federal, state, or local laws.HashiCorp is committed to providing reasonable accommodations to qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, please reach out to benefits@hashicorp.com
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