Senior Support Engineer, HashiCorp
Backline, Vault
More information about location
1-2 days a week in office
Cloud-computing infrastructure provider
Be an early applicant
Cloud-computing infrastructure provider
1001+ employees
Be an early applicant
More information about location
1-2 days a week in office
1001+ employees
Company mission
To help organizations to operate infrastructure in the cloud because it believes that infrastructure enables innovation.
Role
Who you are
- You are a fit if you thrive in a fast-paced culture that values essential communication, collaboration, and results
- You are a self-motivated, detail-oriented individual with an eye for automation, process improvement, and problem solving
- 5+ years of Support Engineering
- 5+ years DevOps Engineering, Software Engineering, or System Administration experience
- Experience with Vault is a huge plus
- Experience with scripting tool of choice to help automate re[production environments (for example, Bash, Python, PowerShell)
- Ability to read complex code for troubleshooting and familiarity with Github
- Experience with REST APIs and command line tools
- Strong written and verbal communication skills — technical writing experience a plus
- Well-organized, excellent work ethic, attention to detail, and self-starting
- Experience troubleshooting and resolving urgent, high-visibility technical problems
- Familiarity with Distributed Systems, Microservice architecture, and Containers
- Interest in cloud adoption and technology at scale
- Excellent problem solving, analytical, and troubleshooting skills
What the job involves
- HashiCorp is looking for a high-caliber customer facing engineering professional to join its Support Engineering team
- This is an exciting opportunity to join a small team and have a direct impact on HashiCorp’s fast growing business
- This highly visible position will be an integral part of both the support engineering and Vault Enterprise teams
- Reporting to the Senior Manager, Support Engineering, the Senior Support Engineer - Vault Backline will be a key member of the Support Engineering organization and will directly impact customer satisfaction and success
- The Support engineer will troubleshoot complex issues related to Vault and Vault Enterprise and independently work to find viable solutions
- They will contribute to product growth and development via weekly product and marketing meetings
- The Support Engineer will attend customer meetings as needed to help identify, debug and resolve the customer issue and is expected to be a liaison between the customer and HashiCorp engineering
- When possible the Support Engineer will update and improve product documentation, guide feature development, and implement bug fixes based on customer feedback
- Reproduce and debug customer issues by using or building test environments and tools
- This is what you do the majority of your time in this role
- Triage and solve incoming support requests via Zendesk within SLA, including high-severity urgent cases
- Document and record all activity and communication with customers in accordance to both internal and external security standards
- Attend weekly product engineering meetings to discuss issues pertinent to support
- Collaborate with engineers, sales engineers, sales representatives, and technical account managers to schedule, coordinate, and lead customer debugging calls
- Contribute to product documentation, customer knowledge base, and best practices guides
- Continuously improve process and tools for normal, repetitive support tasks
- Periodic 24/7 on-call rotation for NA Backline
- Training/Release readiness: Work on delivering one training per month as a team goal and also work with the team on “Bring Your Questions” sessions and drive them effectively. Also, assist on release readiness planning and deliverables
- Knowledge Sharing: Work on SOP/Troubleshooting guides/Restoration procedures that would help reduce MTTR
- Tooling: Reproductions/Adoption of Tool/Scripts needs to be built by Backline or work with the QTI team on it
- Interface with Engineering: Able to represent Vault team with engineering on escalations, bug triage and development sync meetings etc
- Process improvement: Improve processes for Vault team to reduce MTTR and also to enable team with reduction in blockers for efficiency
- Communication: Able to deliver global communication on Known issue alerts and work closely with other regions on initiatives
- Tickets/Escalations/On-call Support for Sev1/Sev0s : The Backline team is not necessarily an escalation team but will help out with technical escalations as needed instead of handling all commercial escalations like most of the traditional escalation teams
- Continuous self technical improvement that will enhance competency levels that also include certifications
- Backline needs to help out with any complex tickets where the troubleshooting methods are exhausted OR Core TSEs needs a second set of eyes to work on complex issues
- Mentoring: All new hires will be initially onboarded by the Backline team and involve a team member from the Core team based on the new hire’s requirements
- Weekly 1-1s will be scheduled with the new hire and will focus on making them comfortable, familiar with the workflows/processes, and providing technical assistance as needed. Milestones will be reviewed and guidance will be provided to help overcome any roadblocks in meeting them
- Training/Release readiness: Work on delivering one training per month as a team goal and also work with the team on “Bring Your Questions” sessions and drive them effectively
Our take
HashiCorp's software streamlines cloud operations for companies' teams, offering open-source solutions to facilitate cloud migration and utilization. Additionally, the company provides commercial versions of its tools, catering to businesses that prefer managed services.
With a pay-per-hour pricing model and adaptable products, HashiCorp enables companies to construct infrastructure spanning legacy systems, private clouds, and multiple cloud providers. its flagship product, Terraform, allows developers to create consistent rules, enhancing operational efficiency and reducing costs.
In a landscape increasingly reliant on AI and automation, HashiCorp simplifies the intricate architecture of data center management, ensuring a rising demand for its services. The company remains committed to enhancing its platform with new features and improving operational efficiency to fuel continued growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Mar 2020
$175m
SERIES E
Nov 2018
$100m
SERIES D
Total funding: $349m
Company benefits
- Medical, dental & vision
- Life & disability insurance
- Flexible spending account (FSA)
- Vacation and Other Leaves
- 401(k)
- Family Expansion Benefit
- Maternity and Parental Leave
- Expanded Mental Health Support
Company values
- We are principled: Our principles create a common language and frame of reference for our employees. You will work in a professional, kind, and supportive environment, encouraged to collectively focus on shared goals
- We are remote-oriented: Work your way, with the flexibility to create a work environment and schedule that suits your life while helping HashiCorp run and grow as effectively as possible
- We are creating opportunities: As we expand and succeed, we are creating new opportunities for you to learn new skills while doing your best work. There are always new needs arising, creating endless opportunities to blaze a new path and take ownership of your career
- We are building a once-in-a-generation company: Be a part of history. Here, you have the chance to help build a once-in-a-generation company defining and implementing the cloud operating model, which is increasingly essential for organizations to thrive in today’s multi-cloud world
Company HQ
The East Cut, San Francisco, CA
Articles
Leadership
Mitchell Hashimoto
(Co-Founder)Has worked as CEO and CTO of the company. Was previously Operations Engineer at Kiip, and a Developer at CitrusByte.
Armon Dadgar
(Co-Founder & CTO)Former Software Engineer at Kiip. Worked as a Software Development Intern at Amazon.
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