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Support Engineer - HCP Terraform

extra holidays - extra parental leave - work from anywhere - fully flexible
Remote: 
Hybrid
Contract: 
Full time
Experience: 
Mid-level (2-5 years)
Work from: 
Sofia (BG)

Offer summary

Qualifications:

At least 2 years in Customer Support or related fields, Confident with Linux and support administration, Knowledge of Version Control Systems like GitHub, Understanding of REST APIs and Programming Languages, Basic skills in SQL and networking.

Key responsabilities:

  • Triage and solve support tickets in Zendesk
  • Own customer communication for escalated issues
  • Handle Sev-1 tickets per established process
  • Contribute to product documentation and feedback processes
  • Collaborate with Engineering on new features
Hashicorp logo
Hashicorp Information Technology & Services Large https://local.hashicorp.com/es
1001 - 5000 Employees
HQ: San Francisco
About Hashicorp
HashiCorp is the leader in infrastructure automation for multi-cloud environments. We are building solutions that enable innovation at global enterprises, offering them a common cloud operating model via consistent workflows to provision, secure, connect, and run their infrastructure with any application. All our foundational technologies are open source and developed openly, and have been since our founding. HashiCorp was founded in 2012 and is headquartered in San Francisco, though 85 percent of our employees work remotely, strategically distributed around the globe. From our inception we built the company with a remote-first approach because we believe talent has no boundaries. HashiCorp has nine principles that are the foundational characteristics of the company and serve as the rubric for decision making in a collective, consistent manner. The principles of HashiCorp are: integrity, kindness, pragmatism, humility, vision, execution, communication, beauty works better, and reflection. The principles were developed at the company’s founding, and are at the core of everything we do. HashiCorp has a thriving user community of tens of thousands, and our open source software receives tens of millions of downloads annually. HashiCorp has raised $349 million in funding to date, with the company valued at $5.1 billion following its Series E funding in March 2020. Major investors include Bessemer Venture Partners, Franklin Templeton, Geodesic Capital, GGV Capital, IVP, Mayfield Fund, Redpoint Ventures, T. Rowe Price funds and accounts, and True Ventures. Today, we count several hundred of the Global 2000 as customers. HashiCorp is a Forbes Cloud 100 company (named #4 in 2019, #32 in 2018), was named a Cloud Startup to Bet Your Career On by Business Insider, a Startup To Watch by the San Francisco Chronicle, a CNBC Most Innovative Startup, a Gartner Cool Vendor, an IDC Innovator, and was named Partner of the Year 2019 by both Microsoft Azure and Google Cloud.
See more Hashicorp offers

Job description

As HashiCorp continues to grow its product portfolio and customer base, we are looking for a Support Engineer to join our Support Engineering organisation!

These are our customer-facing teams that provide deep technical support for our Cloud product portfolio – Terraform (CLI), HCP Terraform, and HashiCorp Platform (HCP).

Beware, these are not call-centre or service desk roles. The majority 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, most of our customers are IT Experts and Engineers, so you can expect to be collaborating with industry peers to tackle 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 knowledge-base (KB) 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 knowledge-base
  • Collaborate with Engineering and participate in beta testing for new product features
  • Give concrete feedback to improve processes and tools
  • Learn from feedback and ticket-based mentoring provided to ensure world-class customer experiences
  • Knowledge Sharing - including Documentation, KB articles and mentoring of new joiners
What you’ll need (knowledge)
  • At least 2 years of Customer Support, Support Engineering, Network Engineering, DevOps Engineering, Software Engineering, or System Administration experience
  • Confident with Linux usage, support and administration
  • Version Control Systems e.g. GitHub
  • Knowledge and understanding of REST API
  • Experience with a Programming Language (GoLang, Python or similar)
  • Command Line skills (Windows / Linux)
  • Basic knowledge in SQL & relational data bases
  • Basic networking skills e.g. CCNA level
  • Basic knowledge and experience with logging/monitoring systems - ELK stack, Grafana/Prometheus/DataDog etc.
What you’ll need (abilities)
  • Excellent written and verbal communication skills in English
  • Self-driven, curious-by-design and eager to learn our products
  • Ability to work 8 hours during the Bulgaria business hours (8 am to 7 pm local time)
  • Ready to work in-office in Sofia a minimum of 1-3 times per week, depending upon your work location
  • Be available for weekend stand-by once every 4-6 weeks (only in case of Sev-1)
What we offer
  • 90 days self-paced on-boarding
  • Support from a mentor to accelerate your learning
  • New hire reimbursement for home office furniture and equipment
  • Work MacBook provided
  • Growth opportunities into Lead roles within the team, possibly also backline support roles
  • Flexible working hours between 8 am and 7 pm
  • Remote first working model
  • Salary and company shares
  • Medical, Life and Disability Insurances
  • Monthly Internet Allowance

 

#LI-LH1 #LI-hybrid

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Industry :
Information Technology & Services
Spoken language(s):
EnglishEnglish
Check out the description to know which languages are mandatory.

Hard Skills

Network EngineeringProgramming LanguagesCommand PromptRESTful APISoftware EngineeringSupport EngineeringMicrosoft NetworkingLinuxSystem AdministrationLog MonitoringInformation SharingDevOpsInternal DocumentationSystem MonitoringCustomer SupportSQL (Programming Language)Version Control SoftwareTerraform

Other Skills

  • Mentorship
  • Curiosity
  • Verbal Communication Skills
  • Problem Solving
Are you interested?

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