(mid-level career opportunity)
About the teamThis role serves as a field-aligned nerve center for customer demand signals - synthesizing feature request and customer escalation inputs, product telemetry, sales feedback, and competitive moves into clear insights that guide prioritization. Partnering with senior portfolio specialists, they ensure follow-through across PM/Eng/Design interlocks, connect requests to engineering work, and keep account teams aligned. By translating technical product knowledge into crisp analysis and recommendations, they help the organization choose the right bets and accelerate outcomes that matter to customers.
What you’ll do (responsibilities) Own the field feedback loops: Track customer asks, maintain SLAs, and close the loop with requestors; keeping a clean source of truth. Assist Sr. Technical Portfolio Architects with feedback loops related to win / loss program and the associated account teams. Field Alignment: Ensure customer and PM engagements are current by partnering with PMs to drive timely updates. Flag gaps and disconnects where there isn’t alignment to strategy and customer outcomes. Ensure timely feedback and response from the field to ensure tight alignment with product. Feature Request Quality Control: Review Feature Requests for completeness (problem, impact, repro, customer priority); improve quality before escalation. Ensure appropriate accounts and opportunities are linked for maximum impact and knowledge of priorities for our customers. Maintain field communications to ensure they are up to date on status and approach of solutions, and customer satisfaction. Workshops/Demos QA: Act as SME to help review workshops/demos to ensure alignment with sales plays. Coordinate with the Customer Design Labs team to meet technical acceptance criteria; collect feedback and keep the asset library current. Research & analysis: Assist Sr. Technical Portfolio Architects to pull data from CRM, telemetry, support, and win/loss; to analyze trends and surface themes that inform priorities. Technical & Competitive validation: Work with our Solutions Architecture team to reproduce customer scenarios, stand up sample configs/demos, and verify integrations to inform recommendations. Coordinate simple lab validations to reproduce competitor claims (with senior review). Deliverables Weekly Request Hygiene Report (CER/CCE/FR status, blockers, links to eng items). Monthly Customer & Competitive Pulse utilized in executive leadership rollup reporting. Workshop/Demo QA notes and acceptance checklist updates. SME/EPD Action Register with closure tracking. How You’ll Be Measured Responsiveness: % of requests updated within SLA; time to first response. Request hygiene: % Jira items linked to eng epics/stories; FR completeness rate. Throughput & closure: Cycle time from intake to disposition; closure rate. Stakeholder satisfaction: PM/PMM/SE/R&D feedback on clarity, usefulness, and follow-through. What you’ll need (minimum qualifications) An understanding of DevOps processes, automation, and best practices. Technical knowledge of HashiCorp’s suite, including Terraform, Vault, Consul, and Boundary. Familiarity with emerging products like Nomad, Packer, and Waypoint. 2–4 years in a technical analyst, product ops, Solutions Engineer, or similar role. 5+ years of industry experience. Working knowledge of cloud/infrastructure/security; ability to get hands-on with our products. Comfort with spreadsheets and basic SQL/scripting; familiarity with BI/enablement tools a plus. Strong organization and crisp writing; fast, accurate documentation and updates. Familiarity with Jira/roadmap tools and CRM/support systems.
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