Senior Support Engineer, HashiCorp

• Experience and very good understanding on how infrastructure as code works.5+ years of Support Engineering experience (or comparable customer-facing technical role), preferably for mission-critical software
• Possess the following attributes: Confidence, Positivity and Adaptability
• Experience troubleshooting and resolving urgent, high-visibility technical problems
• Experience communicating clearly and effectively, both verbally and in writing
• Experience working with Enterprise customers and advocating for customer experience
• Experience with major cloud platforms, VCS platforms, distributed systems, microservice architecture, and containers
• Experience with scripting tool of choice to help automate reproduction environments (for example, Bash, Python)
• Ability to read complex code for troubleshooting and familiarity with Github
• Experience with REST APIs and command line tools
• Well-organized, excellent work ethic, attention to detail, and ability to learn new technologies quickly
• Excellent problem solving, analytical, and troubleshooting skills

Desirable

• Our team provides expert technical support for customers using HCP Terraform. We help users troubleshoot issues, understand best practices, and optimize their Terraform configurations on the HashiCorp Cloud Platform
• Our goal is to ensure a smooth and successful experience with HCP Terraform, empowering customers to efficiently manage their infrastructure as code
• An engineer supporting HCP Terraform customers typically handles a wide range of responsibilities to ensure smooth operation and effective use of the platform. Here are the high-level responsibilities:
• Support Engineers will troubleshoot complex issues related to HCP Products and work to find viable solutions while maintaining detailed communication with customers
• Reproduce and debug customer issues by building or using existing test environments and tools
• Communicate tactfully with customers: gather info, provide diagnostic and resolution steps, convey process and product guidance
• Solve incoming technical support requests within SLA, including high-severity urgent cases
• Continuously increase knowledge and help train the team on 3rd party technologies that integrate with HCP Products
• Identify and communicate product usage trends, bugs and feature requests at weekly product engineering meetings
• Collaborate with account managers to schedule, coordinate, and lead customer debugging calls
• Document and record all activity with customers in accordance to both internal and external security standards
• Contribute to product documentation, customer knowledge base, and best practices guides
• Continuously improve process and tools in collaboration with the team
• Periodic on-call rotation for production-down issues
• Able to work from the Austin, TX office 1-2 days a week