RemoteBulgaria - Sofia
Req IDPR3223

Support Engineer at HashiCorp

As HashiCorp continues to grow its product portfolio and customer base, we are continuously looking for the best talent for our Support Engineering teams. These are our customer-facing teams that provide deep technical support for our Cloud product portfolio - Terraform (CLI), Terraform Cloud, and HashiCorp Platform (HCP). Beware, these are not call center or service desk roles. The majoring of our tickets require product expertise and thorough investigation, at times working with Engineering to fix product defects in the code. Due to the nature of our products, a lot of our customers are IT Experts and Engineers so you can expect to be collaborating with peers to solve interesting issues.

 

What you will do on a daily basis

  • Triage, troubleshoot and solve incoming support tickets in Zendesk using own knowledge and the product knowledgebase to meet our quality bar and SLAs
  • Escalate out of scope tickets to Engineering and other internal teams but own the customer communication until they are resolved
  • Handle Sev-1 tickets according to our process
  • Contribute to improving the product documentation and support knowledgebase
  • Collaborate with Engineering and participate in beta testing for new product features
  • Give actionable feedback to improve processes and tools
  • Learn from feedback and ticket-based coaching provided to ensure world-class customer experiences

 

What we expect from you

  • At least 2 years of Customer Support, Support Engineering, DevOps Engineering, Software Engineering, or System Administration experience
  • Linux usage, support or administration
  • Network support or engineering
  • Version Control Systems e.g. GitHub
  • Excellent written and verbal communication skills in English
  • Self-driven, curious-by-design and eager to learn our products
  • Work 8 hours during the Bulgaria business hours (7 am to 7 pm local time)
  • Work remotely 4 days and at the office 1 day per week
  • Be available for weekend stand-by once every 4-6 weeks (only in case of Sev-1)

 

What we offer you

  • 90 days self-paced on-boarding
  • Support from a mentor to accelerate your learning
  • New hire allowance for home office furniture and equipment
  • Monthly allowance for home office supplies
  • Yearly allowance for additional learning
  • Growth opportunities into Senior and Lead roles within the team
  • Flexible working hours between 7 am and 7 pm 
  • Remote first working model with 1 day per week at the office

#LI-LH1 #LI-hybrid

Colorado, California, Washington and New York City Applicants: To view base salary ranges for this role in your location and to learn more about which roles are eligible for bonus pay or commissions, please visit our Pay Transparency Calculator below. Individual pay within the range will be determined based on job related-factors such as skills, experience, and education or training. Information on our benefits can be found via the link below. Intern ranges can be found below.

Life at Hashicorp

Life at HashiCorp

HashiCorp 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.

About HashiCorp

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

We comply with all laws and regulations set forth in the following posters:

Know Your Rights: Workplace Discrimination is Illegal

EEO is the Law Supplement

Pay Transparency Non-Discrimination

Benefits at HashiCorp

Note: some benefits may differ from one country to another.