Support Engineer
Support Engineer
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Job Description
Support Engineer HCP
Location: You must be located in Austin TX and able to come into the office 12 times a week
HashiCorp welcomes all qualified candidates who have authorization to work in the United States to apply HashiCorp will not be sponsoring visas for this role at this time.
About the team:
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.
This is an exciting opportunity to join a small team and have a direct impact on HashiCorps fast growing business. This highly visible position will be an integral part of both the support engineering and HCP Open Source/Enterprise teams. You are a fit if you thrive in a fastpaced culture that values essential communication collaboration constant learning and iteration.
What youll do (responsibilities):
- As a Support Engineer you 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 highseverity 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 oncall rotation for productiondown issues
What youll need (minimum qualifications):
- 3 years of Support Engineering experience (or comparable customerfacing technical role) preferably for missioncritical software
- Cloud System Administration experience is a huge plus
- Experience with HashiCorp tools is a plus
- Experience troubleshooting and resolving urgent highvisibility 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
- Wellorganized excellent work ethic attention to detail and ability to learn new technologies quickly
- Excellent problem solving analytical and troubleshooting skills
- Possess the following attributes: Confidence Positivity and Adaptability.
- Bachelors degree in Computer Science or equivalent professional experience preferred
#LIHybrid
HashiCorp is an IBM subsidiary which has been acquired by IBM and will be integrated into the IBM organization. HashiCorp will be the hiring entity. By proceeding with this application you understand that HashiCorp will share your personal information with other IBM subsidiaries involved in your recruitment process wherever these are located. More information on how IBM protects your personal information including the safeguards in case of crossborder data transfer are available here: link to IBM privacy statement.
Employment Type
Full Time
