ABOUT THE JOB

HashiCorp is looking for a high-caliber customer facing engineering professional to join its Runtime 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 the support engineering team. 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 Senior Manager, Support Engineering, this Senior Support Engineer will be a key member of the Global Support organization and will directly impact customer satisfaction and success. This individual will solve sophisticated issues related to Consul and Nomad products 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 are 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.

• 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
• Work to respond to customer needs as and when they arise, including outside normal start and finish times of work if needed to ensure necessary levels of service
• 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 on-call rotation for production-down issues