Senior Support Engineer, HashiCorp
1 day a week in office
Cloud-computing infrastructure provider
Open for applications
Cloud-computing infrastructure provider
1001+ employees
Open for applications
1 day 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
- 5+ years of Support Engineering experience (or comparable customer-facing technical role), preferably for mission-critical software
- DevOps Engineering, Software Engineering, and/or System Administration experience is a plus
- Experience or knowledge with Vault; other HashiCorp tools is a plus
- 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, 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
- Bachelor’s degree in Computer Science or equivalent professional experience preferred
What the job involves
- Reporting to the Manager, Support Engineering, the Support Engineer will be a key member of the Global Support & Services organization and advocate for customer satisfaction and success
- The Sr. Support Engineer will troubleshoot complex issues related to Vault and Vault Enterprise and work to find viable solutions while maintaining detailed communication with customers and responsiveness to their needs
- They will contribute to product growth and development via weekly product meetings
- The Sr. Support Engineer will attend customer meetings as needed to help identify, debug and resolve the customer issue and will serve as a liaison between the customer and HashiCorp engineering
- This will be a part of our Vault Support Engineering team
- 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 Vault and on new Vault features
- 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
- Provision and bootstrap a Vault cluster without assistance
- Understanding of Vault/Vault Enterprise and the interaction with other products within the Hashicorp Product Suite
- Begin preparation for the Vault Certification Exam
- Complete Vault Certification Exam
- Within first 60 days:
- Ride along on 1-2 live customer debugging calls
- Effectively triage and respond to Sev 3 & Sev 4 inquiries independently
- Contribute 1 Support Knowledge Base article
- Complete 10 Support Tickets with the guidance of more senior team members
- Effectively triage customer support tickets and understand the difficulty of tickets being submitted
- Begin working Sev 2 tickets towards the end of the first
- Within first 90 days:
- Respond to Sev 1/production down issues with minimal assistance
- Independently find points of error and identify root cause by examining log files
- Create ongoing KB articles that will benefit all customers, 1 article per month
- Meet performance goals set by management for ticket closure per month, SLA, and CSAT
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
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 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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