Technical Escalation Manager II

The Escalation Management Team within HashiCorp is responsible for managing critical customer situations, incidents, and complex escalations. The team serves as the central point of coordination between costumes, Support, and R&D to resolve issues quickly and transparently. As a Senior Escalation Manager, you will play a key role in ensuring exceptional client outcomes, facilitating cross-functional collaboration, and maintaining trust with our customers.

• Drive the resolution of ticket escalations by working directly with customers, support engineers, and product teams.
• Lead the response to incidents, ensuring timely coordination, communication, and resolution.
• Collaborate with Support and R&D teams and cross-functional support teams to clarify resolution plans and present updates to internal and external stakeholders, including senior leadership.
• Orchestrate incident response for large-scale, fleet-wide outages and ensure proper follow-through on processes, including ticket hygiene and escalation protocol.
• Act as the voice of the customer during resolution, ensuring efforts align with client experience and expectations.
• Draft clear, concise updates on incident progress, action plans, and mitigation steps for stakeholders.
• Participate in incident retrospectives and partner with engineering for long-term remediation planning.
• Provide technical and strategic guidance to customers for product and configuration improvements that enhance system robustness and scale.
• Analyze escalation trends and provide data-driven insights and recommendations to senior leadership.
• Develop and deliver presentations to executive audiences, including C-level, VPs, and Directors.
• Continuously improve support and escalation processes based on trend analysis and client feedback.
• Contribute to internal initiatives, including training, knowledge base development, and team interviews.
• Participate in the global escalation on-call rotation and ensure smooth transitions across support regions.

• 5-7 years of proven experience in Support Engineering, Professional Services, or SRE/DevOps
• 3+ years of experience leading complex technical escalations or incidents.
• Demonstrated ability to remain calm, composed, and effective during High-pressure incidents.
• Exceptional communication and stakeholder engagement skills across technical and executive levels.
• Strong influencing and negotiation skills, particularly with enterprise clients.
• Proficient in analytical thinking and structured problem-solving.
• A proven understanding of DevOps Engineering, Software Engineering, or System Administration.
• Experience working with cloud platforms such as AWS, Azure, and GCP
• Experience with distributed systems, microservice architecture, and containers.
• Bachelor’s degree in Computer Science, IT, or equivalent professional experience preferred.

• Experience in building and scaling escalations programs in high-growth tech companies.
• Knowledge of incident management tooling and frameworks.
• Contributions to training, documentation, or operational excellence programs.

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