Sr. Support Engineer (Designated Support)

Company: HashiCorp, Inc.
Location: San Francisco
Posted on: November 18, 2024

Job Description:

Sr. Support Engineer (Designated Support)About the RoleAs 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.Must reside in SF, CA area and be able to come into the office 1-2 times per week.In this role you can expect to:

• 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.You may be a good fit for our team if you have:
  • 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.Life at HashiCorpHashiCorp is driven by our people and our principles which have been the foundation of everything we do since the company was founded in 2012. Join us on our journey as we work to support the world's most innovative companies as they transition to cloud and multi-cloud infrastructure through simple yet powerful workflows and automation.At HashiCorp, we build the infrastructure that enables innovation. Our suite of multi-cloud infrastructure automation products are the underpinnings of the largest enterprises in the world, who rely on our solutions to provision, secure, connect, and run their critical applications to deliver crucial services, communications tools, and entertainment platforms to the world. We're building a once-in-a-generation infrastructure company with a unique approach rather than focusing on specific technologies, and we build products and solutions that support real-world workflows spanning the multiple cloud environments that nearly every organization worldwide is using today.HashiCorp is proud to be an Equal Employment Opportunity employer. We are committed to providing equal employment opportunities to qualified applicants and do not discriminate on the basis of race, color, ancestry, religion, sex, pregnancy, gender, gender identity, gender expression, sexual orientation, national origin, age, marital status, genetic information, disability, protected veteran status or any other characteristic protected by federal, state, or local laws. We also consider qualified applicants with arrest and conviction records consistent with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Ordinance, and other applicable state or local laws.HashiCorp is committed to providing reasonable accommodations to qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, please reach out to benefits@hashicorp.com.
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Keywords: HashiCorp, Inc., Oakland , Sr. Support Engineer (Designated Support), Engineering , San Francisco, California