Highly Skilled Support Professional
1 day ago
We are looking for a skilled Senior Support Engineer to contribute to our team. This role involves working on HashiCorp's offerings, which empower organizations to automate and secure multi-cloud and hybrid environments.
Key Responsibilities:- Reproduce and debug customer issues by using or building test environments and tools.
- 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.
- At least 5 years of Support Engineering experience.
- A minimum of 6 years DevOps Engineering, Software Engineering, or System Administration experience.
- Experience with Consul or other service mesh is highly desirable.
- Experience with Docker, K8S, or other container orchestration tools is a plus.
- Experience with scripting tool of choice to help automate reproduction environments (for example, Bash, Python, Ansible).
- Ability to read sophisticated code (Golang) for troubleshooting and familiarity with Git.
- Familiarity with Distributed Systems, Microservice architecture.
- Experience with REST APIs and command line tools.
- Excellent problem solving, analytical, and troubleshooting skills.
- Well-organized, excellent work ethic, attention to detail, and self-starting.
- Experience troubleshooting and resolving urgent, high-visibility technical problems.
- Strong written and verbal communication skills — technical writing experience a plus.
- Bachelor's degree in Computer Science, IT or equivalent professional experience.
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