Sr. Support Engineer
Sr. Support Engineer
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
About the team:
HashiCorp is seeking a highly skilled and customerfocused professional to join our Support Engineering team for Consul and Nomad. This is an exciting opportunity to be part of a dynamic team and have a significant impact on HashiCorps rapidly expanding business. This visible role will be an integral part of our Support Engineering organization.
The ideal candidate will thrive in a fastpaced environment that values clear communication strong collaboration and a focus on achieving results. You are a selfstarter detailoriented and possess a passion for automation process improvement and effective problemsolving.
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.
What youll do (responsibilities)
- 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 highseverity 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 supportrelated 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 oncall rotation.
First 90 Days: (Focus on either Consul or Nomad)
30 Days:
- 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
60 Days:
- 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.
90 Days:
- Demonstrate the ability to independently resolve and respond to productiondown 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.
Beyond 90 Days: Expanding Expertise
Following the initial 90 days the expectation will be to begin developing proficiency in the other product (either Nomad if the initial focus was on Consul or Consul if the initial focus was on Nomad). This journey will include:
- Actively participating in training and selfstudy 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 612 months).
What youll need (basic qualifications)
- 5 years of Support Engineering experience (or comparable customerfacing technical role) preferably for missioncritical software
- 8 years of experience in DevOps Engineering Software Engineering or System Administration within a Linuxbased 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 commandline 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 selfstart.
- Proven experience in troubleshooting and resolving urgent highvisibility technical problems.
- Familiarity with Distributed Systems Microservice architecture and Containers.
- Excellent problemsolving analytical and troubleshooting abilities.
Whats nice to have (preferred qualifications)
- A Bachelors degree in Computer Science IT Technical Writing or equivalent professional experience.
- Experience with both Consul and Nomad is highly desirable.
- Experience with cloud providers like AWS Azure or GCP.
- Familiarity with monitoring and logging tools such as Prometheus and Grafana.
- Proficiency in HashiCorp Configuration Language (HCL) and/or JSON.
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.
#LIHybrid (exclude if not applicable)
Individual pay within the range will be determined based on job relatedfactors such as skills experience and education or training.
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.
Required Experience:
Senior IC
Employment Type
Full Time
