Senior Support Engineer, HashiCorp
Designated Support
$124.7-160k
1-2 days a week in office
Cloud-computing infrastructure provider
Open for applications
Cloud-computing infrastructure provider
1001+ employees
Open for applications
$124.7-160k
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
- HashiCorp is looking for an experienced customer facing engineering professional to join its Designated Support Engineering team
- You are a fit if you thrive in a fast-paced culture that values essential communication, collaboration, constant learning, and iteration
- You are a self-motivated, tactful, detail-oriented person with an insatiable desire to learn new technology and an eye for automation, customer experience, process improvement, and efficient problem solving
- 5 + years of Support Engineering experience (or comparable customer-facing technical role), preferably for mission-critical software
- 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
- 2+ years Production experience with Terraform or Terraform Enterprise
- DevOps Engineering, Software Engineering, and/or System Administration experience
- Expertise in Open Source and SaaS is a major advantage
- Docker and Kubernetes as a plus
- Familiarity with Ruby on Rails, Ember.js, Bash, or Go
- Expert level knowledge of PostgreSQL Databases a plus
- Ability to read complex code for troubleshooting and familiarity with GitHub
- Must be able to come into the SF, CA HQs 1-2 times a week
What the job involves
- The Senior Support Engineer will be a key member of the Designated Support Team within the Global Support organisation and advocate for customer satisfaction and success
- This is an exciting opportunity to work in a role that has a direct impact on HashiCorp’s fast growing business
- As Sr. Support Engineer you will troubleshoot complex issues related to Terraform and work to find viable solutions while maintaining detailed communication with customers and responsiveness to their needs
- As our designated Senior Support Engineer you will grow and maintain detailed knowledge and familiarity with Strategic customers’ environments, configurations, and use cases
- You will contribute to product growth and development via attending product meetings
- The Senior Support Engineer will attend customer meetings as needed to help identify, debug, and resolve customer issues and will serve as a liaison between the customer and HashiCorp engineering
- When possible, the Senior Support Engineer will update and improve product documentation, guide feature development, and build tools to make the support team as a whole more successful
- Provide the highest level of customer service and technical support to specific named accounts
- Reproduce and debug customer issues by building or using existing test environments and tools
- Be effective at troubleshooting external services such as networking, storage, memory or OS level operations
- 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 from both a general queue or from specific named accounts
- Continuously increase knowledge and achieve Subject Matter Expert (SME) level knowledge of the product
- Proactively learn and document customer environment, configuration and use case details
- Participate in high-level sync calls with customers as needed
- 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 with both internal and external security standards
- Contribute to product documentation and customer knowledge base
- Continuously improve process and tools in collaboration with the team
- Periodic on-call rotation for production-down issues
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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