Support Engineer, HashiCorp
$92.1-130k
Above salary range is benchmarked for areas across Colorado, Washington, New York, and California only. May vary in other locations
2-3 days a week in office
Cloud-computing infrastructure provider
Job no longer available
Cloud-computing infrastructure provider
1001+ employees
Job no longer available
$92.1-130k
Above salary range is benchmarked for areas across Colorado, Washington, New York, and California only. May vary in other locations
2-3 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
- 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
- 3+ years of Support Engineering experience (or comparable customer-facing technical role), preferably for mission-critical software
- Cloud System Administration experience is a huge plus
- Experience with 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 is a plus
- Familiarity with scripting tools of choice to help automate reproduction environments (for example, Bash, Python)
- Familiarity with reviewing code for troubleshooting and familiarity with Github
- Experience with REST APIs and command line tools is a plus
- Well-organized, excellent work ethic, attention to detail, and ability to learn new technologies quickly
- Excellent problem solving, analytical, and troubleshooting skills
- Bachelor’s degree in Computer Science or equivalent professional experience preferred
- Able to work from the Austin, TX office 2-3 days a week
What the job involves
- HashiCorp is looking for an experienced customer facing engineering professional to join its HCP Support Engineering team. This is an exciting 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 both the support engineering and HCP Open Source/Enterprise teams
- 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. They will contribute to product growth and development via weekly product meetings
- The 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
- When possible the Support Engineer will update and improve product documentation, guide feature development, and build tools to make the support team as a whole more successful
- Support Engineer 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
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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