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Introduction

A career in IBM Software means you'll be part of a team that transforms our customer's challenges into industry-leading solutions. We are an infinitely curious team, always seeking new possibilities, and dedicated to creating the world's leading AI-powered, cloud-native software solutions. Our renowned legacy creates endless global opportunities for our network of IBMers. We are a team of deep product experts, ensuring exceptional client experiences, with a focus on delivery, excellence, and obsession over customer outcomes. This position involves contributing to HashiCorp's offerings, now part of IBM, which empower organizations to automate and secure multi-cloud and hybrid environments. You will join a team managing the lifecycle of infrastructure and security, enhancing IBM's cloud solutions to ensure enterprises achieve efficiency, security, and scalability in their cloud journey.

Your role and responsibilities

HashiCorp is seeking a highly skilled and experienced Sr. Support Escalation Manager to join our Cloud Support Engineering team. This role is ideal for an individual with a strong background in cloud technologies, technical escalation management, and exceptional interpersonal skills.

 

You will be responsible for ensuring the prompt and satisfactory resolution of Severity-1 Cloud Incidents (system-down or degradation) and customer-initiated ticket escalations. This will involve close collaboration with our Support, Cloud SRE, and R&D teams, as well as direct communication with our customers. Additionally, you will contribute to various value-added tasks and projects that enhance our support operations.

 

In this role, you will:

●     Lead the resolution of escalated customer tickets by coordinating efforts between the customer and internal HashiCorp teams.

●     Actively participate in the resolution of Cloud incidents, working in conjunction with the Cloud SRE and R&D teams.

●     Translate complex technical resolution plans from the Cloud SRE and R&D teams into clear and concise updates for both senior leadership and clients.

●     Ensure adherence to internal processes during client-fleetwide outages, including cross-functional team collaboration, meticulous ticket hygiene, and the orchestration of communications to affected clients.

●     Serve as the primary advocate for the customer's perspective within the Cloud SRE and R&D teams, ensuring that resolution efforts remain focused on addressing client issues effectively.

●     Develop and disseminate regular communications to keep internal and external stakeholders informed of the latest status, progress, and action items during critical incidents.

●     Contribute to the technical incident retrospective process, collaborating with relevant technical teams and working with HashiCorp Cloud SRE and R&D teams to identify permanent remediations and provide recommendations to clients.

●     Guide clients to optimize their product usage or internal configurations to enhance solution robustness and scalability, ideally aligning with HashiCorp product best practices.

●     Provide insightful analysis of escalation trends, drivers, and statistics to senior leadership.

●     Confidently deliver presentations to large audiences, including C-suite leadership, VPs, directors, and client leadership.

●     Proactively work to reduce the number of escalations and incidents over time through trend analysis and continuous improvement of support processes.

●     Undertake "peacetime" projects and tasks, such as developing or refining training content, knowledge base articles, quality assessments, support and escalation management processes, and participating in interviews. For those with a support engineering background, there may be opportunities to handle Cloud support tickets to maintain product knowledge and assist with workload balancing.

●     Participate in the Cloud escalation management team's on-call rotation, ensuring seamless handovers of critical issues to other Cloud Support Centers or regions.

Required education
High School Diploma/GED
Preferred education
Bachelor's Degree
Required technical and professional expertise

●     10+ years of proven experience in Support Engineering, Professional Services, or Site Reliability Engineering (SRE)/DevOps.

●     3+ years of experience in a leadership role managing technical escalations or incidents.

●     The ability to maintain composure and de-escalate critical situations while providing reassurance to all stakeholders.

●     Exceptional communication skills, demonstrating the ability to collaborate effectively with diverse partners, including senior leadership and cross-functional teams.

●     A strong ability to negotiate and influence clients to adopt HashiCorp's recommended solutions.

●     Excellent problem-solving, analytical, and logical reasoning skills.

●     A profound understanding of DevOps Engineering, Software Engineering, or System Administration.

●     Hands-on experience working with major Cloud Providers such as Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform (GCP).

●     Experience working with large Enterprise clients.

Preferred technical and professional experience

●     Familiarity with distributed systems, microservice architectures, and containerization technologies.

●     A Bachelor’s degree in Computer Science, Information Technology

ABOUT BUSINESS UNIT

IBM Software infuses core business operations with intelligence—from machine learning to generative AI—to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM’s AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM’s hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments—a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.


Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.


Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.


Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business. 


At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:

  • Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
  • Financial programs such as 401(k), cash balance pension plan, the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs
  • Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
  • Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
  • Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences

The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year. 

This position is eligible for participation in an IBM Sales Incentive plan. Actual incentive opportunity will be based on performance and the eligible Target Incentive, as addressed in the applicable plan, all of which is subject to change. The compensation range listed for this position is the IBM Reference Salary that is used when you are not actively participating in a sales plan. Your actual base pay plus incentive opportunity will be determined by the Incentive Plan assigned to you.

We consider qualified applicants with criminal histories, consistent with applicable law.

This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.