Senior Support Engineer, HashiCorp

• 5+ years of Support Engineering experience (or comparable customer-facing technical role), preferably for mission-critical software
• 8+ years of experience in DevOps Engineering, Software Engineering, or System Administration within a Linux-based environment
• Experience with Kubernetes and OpenShift
• Proficiency in a scripting language (e.g., Bash, Python, PowerShell) to automate reproduction environments
• The ability to read and understand complex code (Go) for troubleshooting purposes and familiarity with GitHub
• Experience working with REST APIs and command-line tools
• Experience with CI/CD pipelines and tools
• Knowledge of networking concepts, including TCP/IP, DNS, and load balancing
• Strong written and verbal communication skills, with technical writing experience being a plus
• Excellent organizational skills, a strong work ethic, attention to detail, and the ability to self-start
• Proven experience in troubleshooting and resolving urgent, high-visibility technical problems
• Familiarity with Distributed Systems, Microservice architecture, and Containers
• Excellent problem-solving, analytical, and troubleshooting abilities

Desirable

• Reporting to the Manager of Support Engineering, this Senior Support Engineer will be a crucial member of the support organization, directly contributing to customer satisfaction and success
• You will tackle complex technical challenges related to Consul and Nomad, independently identifying and implementing viable solutions
• Furthermore, you will contribute to the evolution of both products through active participation in product discussions
• You will engage in customer meetings as necessary to diagnose, debug, and resolve issues, acting as a key liaison between our customers and HashiCorp Engineering
• Our Support Engineers are also expected to contribute to and enhance documentation, provide input on feature development, and, where feasible, implement bug fixes based on valuable customer feedback
• Reproduce and debug customer issues by developing and utilizing test environments and tools
• Efficiently triage and address incoming support requests via our ticketing system within established SLAs, including managing high-severity, urgent cases
• Thoroughly document and record all customer interactions and activities in compliance with internal and external security protocols
• Actively participate in product engineering meetings to discuss support-related issues and provide valuable insights
• Collaborate effectively with engineers, sales engineers, sales representatives, and account managers to schedule, coordinate, and lead technical debugging sessions with customers
• Contribute to the creation and maintenance of product documentation, customer knowledge base articles, and best practices guides for Consul and Nomad
• Continuously identify and implement improvements to support processes and tools to streamline common and repetitive tasks
• Participate in a periodic on-call rotation
• Develop a holistic understanding of the product and its interaction within the broader HashiCorp product suite
• Successfully execute all common workflows
• Make at least one contribution to enhance or expand the product documentation or installation guides
• Gain practical experience with the core components
• Independently triage and effectively communicate with customers regarding inquiries
• Participate in live customer debugging calls
• Author at least one "customer knowledge base" article in your area of subject matter expertise
• Demonstrate the ability to independently resolve and respond to production-down issues with minimal guidance
• Be capable of handling any support ticket without direct assistance
• Independently identify error sources and determine root causes by analyzing log files
• Contribute to the ongoing development of KB articles that will benefit our customers
• Actively participating in training and self-study to gain a comprehensive understanding of the second product
• Gradually taking on support tickets related to the second product, with mentorship and guidance as needed
• Contributing to documentation and knowledge base articles for the second product
• Collaborating with team members who have expertise in the second product to learn best practices and troubleshooting techniques
• Aiming to achieve a level of proficiency in the second product that allows for independent handling of a significant portion of support requests within a reasonable timeframe (e.g. , within the first 6-12 months)