Manager, Support Engineering



Administration, Customer Service
Sofia, Bulgaria
Posted on Tuesday, April 4, 2023

Manager, Support Engineering

The demand for HashiCorp’s product portfolio, deployed on HashiCorp’s own fully managed platform, is growing with our customer base globally. And as we continue to evolve our product portfolio and grow our customer base, we also want to expand our Cloud Support Team in Sofia!

We’re looking for Support Engineering Managers who are

  • passionate about customers
  • excited about cloud technology
  • inspiring leaders
  • great hands-on coaches
  • able to deep dive into tickets and technical problems
  • able to learn our Cloud products at expert level

The Managers will report directly to our Support Engineering Leader in Bulgaria.

You may be a great fit for this role if you have at least 3 years of people management experience and exposure to knowledge management, quality management, SLA fulfilment, workload balancing, automation, shift-left initiatives and any other aspects of the daily operation of a world-class support engineering team.

What you will do

  • Lead a team of 7-10 support engineers - assist with recruitment and onboarding, conduct ongoing performance management, host team meetings and assist with day-to-day operations
  • Lead a functional area such as Knowledge Management, Quality Management, Automation, or other key project
  • Oversee ticket management to ensure workload is balanced and all customers are receiving quality support within their agreed service levels
  • Review customer feedback and ensure it reaches the correct teams within HashiCorp
  • Review escalated or blocked tickets to ensure they can be solved according to process
  • Be accountable for the team’s performance metrics - quality, KPIs and SLAs
  • Collect and analyse team feedback to continuously improve the tools, processes and general working environment of the engineers
  • Collaborate with other teams to ensure a smooth operation (e.g. Customer Success, Engineering, Product, Sales, and other teams)

What we expect

  • 5+ years relevant experience in Support Engineering, Customer Success, or Customer Satisfaction. Technology start-up experience a plus
  • 3+ years’ experience leading a team of Support Engineers or similar
  • Proficiency with status gathering and reporting for a large customer base
  • Comfortable multi-tasking and juggling competing priorities in a fast-paced, ever-evolving, startup environment
  • Inspirational leader who can motivate teams to achieve and exceed goals
  • Ability to work well in a highly dynamic environment that provides a world-class customer support experience
  • Travel as needed (not more than once per quarter)
  • Proficiency in understanding technical concepts in DevOps, IT operations, security, cloud, microservices, containers, and scheduling platforms
  • B.S. degree in an engineering or similar program from an accredited college/university preferred or equivalent experience

What we offer

  • A team of bright and ambitious product experts for you to lead
  • The opportunity to recruit and train more people to form a great team
  • 1-month of on-boarding mentored by a Senior Manager
  • Product certification courses and a yearly allowance for extra learning
  • Growth opportunities within HashiCorp
  • Monthly allowance for internet at home
  • Reimbursement for Home Office Setup
  • Reimbursement for monthly home office supplies
  • Hybrid working model with 1 day per week at the office
  • Normal working hours and flexibility
  • Health insurance for employees, including life insurance coverage
  • Other insurance(s) and mental health benefits dependent on the region
  • 25 days paid annual leave + additional leave for other circumstances

#LI-hybrid #LI-LH1

Colorado, California, Washington and New York City Applicants: To view base salary ranges for this role in your location and to learn more about which roles are eligible for bonus pay or commissions, please visit our Pay Transparency Calculator below. Individual pay within the range will be determined based on job related-factors such as skills, experience, and education or training. Information on our benefits can be found via the link below. Intern ranges can be found below.