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Sr. Support Engineer - Terraform Cloud

Bulgaria - Sofia (Remote)

About HashiCorp

HashiCorp is a fast-growing startup that solves development, operations, and security challenges in infrastructure so organizations can focus on business-critical tasks. We build products to give organizations a consistent way to manage their move to cloud-based IT infrastructures for running their applications. Our products enable companies large and small to mix and match AWS, Microsoft Azure, Google Cloud, and other clouds as well as on-premises environments, easing their ability to deliver new applications for their business.

Location: Office in Sofia, Bulgaria (Hybrid-Remote / flexible)

About the Role

HashiCorp is looking for a high-caliber customer facing engineering professional to join its 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 Terraform Open Source/Enterprise teams. You are a fit if you thrive in a fast-paced culture that values essential communication, collaboration, and results. This person is a self-motivated, detailed individual with an eye for automation, process improvement, and problem solving.

Working with the Manager, Support Engineering, this Senior Support Engineer will be a key member of the Customer Success organization and will directly impact customer satisfaction and success. This individual will solve sophisticated issues related to Terraform Enterprise and Terraform Cloud and independently work to find viable solutions. They will contribute to product growth and development via weekly product and marketing meetings. You will attend customer meetings as needed to help identify, debug and resolve the customer issue and is expected to be a liaison between the customer and HashiCorp engineering. When possible, our Support Engineers will update and improve documentation, guide feature development, and implement bug fixes based on customer feedback.

In this role you can expect to:

  • Reproduce and debug customer issues by using or building test environments and tools. This is what you do the majority of your time.
  • Triage and tackle incoming support requests via Zendesk within SLA, including high-severity urgent cases
  • Document and record all activity and communication with customers in accordance to both internal and external security standards
  • Attend weekly product engineering meetings to discuss issues pertinent to support
  • Collaborate with engineers, sales engineers, sales representatives, and technical account managers to schedule, coordinate, and lead debugging calls
  • Contribute to product documentation, customer knowledge base, and best practices guides
  • Continuously improve process and tools for normal, repetitive support tasks
  • Periodic 24/7 on-call rotation (one week in every two months)

30 days:

  • Holistic understanding of Terraform/Terraform Enterprise and the interaction with other HashiCorp Product Suite
  • Successfully perform all common work flows within Terraform
  • 1 contribution to extend or improve product documentation or install guides
  • Successfully play with all the elements in Terraform Guide (https://www.terraform.io/docs/enterprise/index.html).

60 days:

  • Ability to triage and communicate to Level 1 & 2 inquiries independently
  • Ability to provision and bootstrap Terraform Cloud/Terraform Enterprise with all the sophisticated features without assistance
  • Ride along on 1-2 live customer debugging calls
  • Author 1 "customer knowledge base" article from area of subject matter expertise

90 days:

  • Ability to effectively fix and respond to a production down issue with minimal assistance
  • Ability to take any Terraform Cloud ticket without assistance
  • Ability to independently find points of error and identify root cause by examining log files
  • Ability to create ongoing KB articles that will benefit all customers

You may be a good fit for our team if you have:

  • At least 2-3 years of Support Engineering, DevOps Engineering, Software Engineering, or System Administration experience
  • Experience with Terraform/Terraform Enterprise or Terraform Cloud is a huge plus
  • Experience with scripting tool of choice to help automate re[production environments (for example, Bash, Python, PowerShell)
  • Ability to read sophisticated code for troubleshooting and familiarity with Github
  • Experience with REST APIs and command line tools
  • Strong written and verbal communication skills — technical writing experience a plus
  • Well-organized, excellent work ethic, attention to detail, and self-starting
  • Experience troubleshooting and resolving urgent, high-visibility technical problems
  • Familiarity with Distributed Systems, Microservice architecture, and Containers
  • Interest in cloud adoption and technology at scale
  • Excellent problem solving, analytical, and troubleshooting skills
  • Bachelor’s degree in Computer Science, IT, Technical Writing, or equivalent professional experience.

 #LI-LH1

HashiCorp embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our company will be.

For more information regarding how HashiCorp collects, uses, and manages personal information, please review our Privacy Policy.

 

Benefits at HashiCorp

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

Medical, dental & vision

HashiCorp offers your choice of medical plans as well as dental and vision coverage for you and any dependents, including spouses, domestic partners, and children. Coverage begins upon your first day of hire.

Life & disability insurance

HashiCorp provides life insurance coverage in the amount equal to your annual salary at no cost to you. If you would like additional coverage, you have the option to enroll in voluntary life insurance for yourself or your dependents. You will also be covered under our short term and long term disability policies in the event that you are unable to work for an extended period of time due to a health condition.

Flexible spending account (FSA)

You can set aside pretax money to go towards the purchase or payment of approved health care and dependent care expenses. These can include copays, birth control, day care for children or elder adults, acupuncture, and more.

Vacation and Other Leaves

We believe in giving our employees the opportunity to recharge and refresh, and our vacation policy reflects that. Our Paid Vacation Policy offers employees 4 weeks of vacation per year. So, whether you’d like to vacation on a beach or relax at home, it’s up to you! Additionally, we offer 10 days of paid sick leave per year, bereavement leave, miscarriage leave and extended personal leave. We value your health and well-being and empower you to take ownership of your earned and well-deserved time away.

401(k)

Our 401(k) plan provides a variety of investment options to help you fund your retirement. The plan allows you to contribute a designated amount of your pre-taxed income from each paycheck thereby lowering your taxable annual income. The plan also offers employees the opportunity to enroll in Roth, and after-tax contributions.

Family Expansion Benefit

We are dedicated to supporting the needs of our employees and their families in a way that is inclusive of all family structures. That is why we’re proud to offer a Family Expansion Benefit through Carrot designed to support a variety of family expansion methods that range from Adoption to Fertility treatments, and can be customized to the needs and preferences of each individual employee.

Maternity and Parental Leave

To bond with their newborn, we provide birthing parents up to 16 weeks of paid maternity leave via short-term disability and HashiCorp’s parental leave policy. For non-birthing parents (including adoptive) we offer 8 weeks of paid parental leave.

Expanded Mental Health Support

We understand the importance of supporting our employees mental health, and are committed to doing this through a variety of resources. In addition to offering an Employee Assistance Program (EAP), we provide employees access to an on-demand behavioral healthcare benefit through Ginger.