Remote Senior Support Engineer

Summary

Join HashiCorp's Support Engineering organisation as a Support Engineer to provide deep technical support for Cloud product portfolio – Terraform (CLI), HCP Terraform, and HashiCorp Platform (HCP). This is not a call-centre or service desk role. You will work with customers, engineers, and peers to tackle interesting issues.

Requirements

• At least 4 years of either project work, implementation services, Systems Engineering, Customer Support, Support Engineering, Network Engineering, DevOps Engineering, Software Engineering, or System Administration experience
• Familiarity with cloud platforms such as AWS, Azure, GCP
• Familiarity with Linux, CI/CD pipelines, Bash, PowerShell
• Virtualization and Cloud technologies - experience is a must
• Development background or familiarity with debugging code, especially Go
• Good understanding of compute networking (any relevant certification is a plus e.g. CCNA certified)
• Experience contributing to Open Source projects and using version control systems: Git, GitHub
• Familiarity with containerization technologies such as Docker, Kubernetes (basic understanding)
• Familiarity with REST APIs
• Basic knowledge in SQL & relational databases
• Basic knowledge and experience with logging/monitoring systems - ELK stack, Grafana/Prometheus/DataDog etc
• Excellent written and verbal communication skills in English
• Self-driven, curious-by-design and eager to learn our products

Responsibilities

• Triage incoming issues related to the Terraform Core binary and Official Providers
• Reproduce and debug customer issues by writing Infrastructure as Code configuration
• Contribute to product growth and development via attending product meetings
• Attend customer meetings as needed to help debug the product and be a liaison between the customer and HashiCorp engineering
• Update and improve product documentation, guides feature development, and assist in implementing bug fixes based on customer needs
• Collaborate with engineers, sales engineers, sales representatives, and technical account managers to schedule, coordinate, and lead customer installs or debugging calls
• Handle Sev-1 tickets according to our process
• Collaborate with Engineering and participate in beta testing for new product features
• Give concrete feedback to improve processes and tools
• Learn from feedback and ticket-based mentoring provided to ensure world-class customer experiences
• Knowledge Sharing - including Documentation, KB articles and mentoring of new joiners

Benefits

• 90 days self-paced onboarding
• Support from a mentor to accelerate your learning
• New hire reimbursement for home office furniture and equipment
• Work MacBook provided
• Growth opportunities into Lead roles within the team, possibly also backline support roles
• Flexible working hours between 9 AM and 7 PM
• Remote first working model
• Salary and company shares
• Medical, Life and Disability Insurances
• Monthly Internet Allowance