Current jobs related to Technical Escalation Manager - Melbourne - Hashicorp
-
Escalator Technician
2 weeks ago
Melbourne, Australia Kone Full timeGreat benefits - 2 RDO’s per month, competitive base wage, overtime available - Work with industry - leading products and technology - Join a global organisation with a strong focus on training, safety and quality At KONE, we bring buildings to life. Through our technical expertise and digital connectivity, we provide an essential service to communities...
-
Card Escalations Associate
2 days ago
Melbourne, Australia Afterpay Full time**Company Description**: It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic app, bringing a better way to send, spend, invest, borrow and save to our millions of monthly active users. With a mission to redefine the world's...
-
Card Escalations Associate
2 days ago
Melbourne, Australia Afterpay Full timeCompany Description It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic app, bringing a better way to send, spend, invest, borrow and save to our millions of monthly active users. With a mission to redefine the world's...
-
Escalations and Complaints Team Leader
4 weeks ago
Melbourne, Australia Plan Partners Full timePlan Tracker and Plan Partners are Plan Management and Support Coordination providers supporting NDIS participants around the country. As part of McMillan Shakespeare Group, we have delivered these services to people living with a disability since October 2016 and since then we have rapidly grown to become one of Australia’s leading experts in NDIS Plan...
-
Customer Service Escalations Advocate
2 days ago
Melbourne, Australia Afterpay Full timeCompany Description It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47...
-
Customer Service Escalations Advocate
2 weeks ago
Melbourne, Australia Afterpay Full timeCompany Description It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47...
-
Customer Service Escalations Advocate
5 days ago
Melbourne, Australia Afterpay Full timeCompany Description It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay, to provide a better way to send, spend, invest, borrow and save to our 47 million...
-
Technical Account Manager
5 days ago
Melbourne, Victoria, Australia DXC Technology Full time $120,000 - $180,000 per yearJob Description: DXC Technology (NYSE:DXC) - where brilliant people embrace change and seize opportunities to advance their careers and amplify customer success People are the heart of our business. We support each other and work as a team, globally and locally to deliver excellence for our customers and colleagues. We live in more than 70 countries, speak...
-
Technical Account Manager
3 days ago
Melbourne, Victoria, Australia DXC Technology Full time $120,000 - $180,000 per yearJob Description:DXC Technology (NYSE:DXC) - where brilliant people embrace change and seize opportunities to advance their careers and amplify customer success.People are the heart of our business. We support each other and work as a team, globally and locally to deliver excellence for our customers and colleagues. We live in more than 70 countries, speak...
-
Senior (Level 3+) Escalation Engineer
2 weeks ago
City of Melbourne, Australia Family Doctor Pty Ltd Full timeOverview We are seeking a highly skilled, efficient and seasoned infrastructure / support engineer to be the helpdesk escalation point and to ensure timely support and issue resolution for our 110+ and growing group of medical and dental centres. This role will work alongside the Senior IT Infrastructure Engineer and report into the Helpdesk manager to...

Technical Escalation Manager
2 weeks ago
**About the role...**
HashiCorp is looking for a high-caliber **Technical Escalation Manager** to build and lead our escalation management function across products. This highly visible position will be an integral part of the Support Engineering Leadership team and report to the Sr Director of Support Engineering. You are a fit if you thrive in a fast-paced environment that values crucial communication, alignment with our company's core principles, collaboration, results and have a mix of strong technical, customer, and project management skills.
This individual will be responsible for ensuring that SEV-1 issues are owned and resolved promptly by the team, sets clear expectations and personally drives hot issues and critical situations to resolution.
HashiCorp embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our company will be.
**In this role, you can expect to...**
- Be responsible for technical support escalations across product lines
- Own and drive the resolution of technical critical issues
- Build the escalation resolution plan, lead escalation calls and sometimes take ownership of escalated ticket(s)
- Build escalation reports and dashboards
- Provide escalations insights, trends, drivers, and statistics
- Work multi-functionally to solve highly sophisticated technical customer issues
- Work to reduce the number of critical issues over time
- Manage projects and collaborate with Engineering
- Work on improving support processes
- Be part of an on-call rotation for contact for after-hours emergency escalations, including weekends.
- Working with Enterprise customers and advocating for customer experience
**You may be a good fit for our team if you have...**
- 7+ years proven experience in Support Engineering
- 2+ years experience leading technical escalations
- Passionate about working with people and a strong interest in helping customers succeed
- Ability to multi-task and handle high-pressure situations
- Excellent problem solving, analytical, and troubleshooting skills
- Strong communication and reporting skills, able to collaborate with various partners, including senior leadership and multi-functional teams
- Strong influencing and negotiation skills
- Excellent work ethic, attention to detail, and self-starting
- A proven understanding of DevOps Engineering, Software Engineering, or System Administration
- Ability to read sophisticated code for troubleshooting and familiarity with GitHub
- Experience with major cloud platforms, distributed systems, microservice architecture, and containers
- Experience with scripting tool of choice to help automate reproduction environments (for example, Bash, Python)
- Experience with REST APIs and command-line tools
LI-Hybrid
**Life 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.**About HashiCorp**:
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. We also consider qualified applicants with arrest and conviction records consistent with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Ordinance, and other applicable state or local laws.