Senior Support Engineer, HashiCorp
1-3 days a week in office
Cloud-computing infrastructure provider
Job no longer available
Cloud-computing infrastructure provider
1001+ employees
Job no longer available
1-3 days a week in office
1001+ employees
Company mission
To help organisations to operate infrastructure in the cloud because it believes that infrastructure enables innovation.
Role
Who you are
- 5+ years Support Engineering, Software Engineering, or System Administration experience
- At least 3 years in a customer facing role
- Production experience with HashiCorp products like Vault or Terraform preferred
- Experience with Cloud Products like AWS, Azure, GCP
- Development background or familiarity with debugging code
- Expertise in Open Source and SaaS is a major advantage
- Excellent presence; strong written and verbal communication skills
- Upbeat, passionate, and unparalleled customer focus
- Well-organized, excellent work ethic, pays attention to detail, and self-starting
- Experience managing and influencing change in organizations
- Strong project management skills
- Interest in cloud adoption and technology at scale
- Bachelor’s degree in Computer Science, IT, Technical Writing, or equivalent professional experience preferred
What the job involves
- HashiCorp is looking for a high-caliber customer facing engineering professional to join its Support Engineering team
- This is a phenomenal 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 the Support Engineering team
- 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
- Reporting to the Support Engineering Manager for HCP Cloud Support, you will be a key member of the Global Support organization and will directly impact customer satisfaction and success
- The Sr. Support engineer will triage incoming issues related to Vault Cloud and independently work to find viable solutions
- You will contribute to product growth and development via attending product meetings
- You will attend customer and prospect meetings as needed to help debug or install the product and are expected to be a liaison between the customer and HashiCorp engineering
- When possible, the Sr. Support Engineer will update and improve product documentation, guide feature development, and assist in implementing bug fixes based on customer needs
- Triage and solve incoming support requests via Zendesk within SLA
- Document and record all activity and communication with customers in accordance to both internal and external security standards
- Reproduce and debug customer issues by using or building existing tooling or configuration
- Attend 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 installs or debugging calls
- Contribute to product documentation, knowledge transfer, customer knowledge base, and best practices guides
- Continuously improve process and tools for normal, repetitive support tasks
- Periodic on-call rotation
- 30 days: you should be able to -
- Complete first 30 days of onboarding tasks
- 60 days: you should be able to -
- Holistic understanding of the Vault ecosystem
- Successfully perform all common work flows using HCP Vault Secure Products
- Deep dive into HCP Products
- Be comfortable with HCP Products like Vault Dedicated, Boundary and coding
- Locate, unpack and become familiar with the contents of customer log files
- Effectively search for prior similar issues within ticketing system and the knowledge base
- Author one customer knowledge base article from area of subject matter expertise
- 90 days: you should be able to -
- Consistently contribute to Knowledge Base
- Run point on a live customer case without assistance
- Independently find points of error and identify root cause
- Contribute to product documentation
- Collaborate, feedback, or comment on Engineering RFCs and PRDs
- Complete Vault Certification successfully
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 centre management, ensuring a rising demand for its services. The company was acquired by IBM in 2024, for which HashiCorp will integrate its hybrid cloud and AI software. In turn, Hashicorp will utilise IBM's worldwide reach and R&D opportunities to grow its software capabilities and market share.
Steph
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
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 HQ
SoMa, San Francisco, CA
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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