Full-Time

Sr Support Engineer

Backline

Posted on 5/9/2024

HashiCorp

HashiCorp

1,001-5,000 employees

Provides multi-cloud infrastructure automation products


Compensation Overview

$124,700 - $146,700Annually

Senior

San Francisco, CA, USA

Required Skills
Communications
Zendesk
Development Operations (DevOps)
Requirements
  • At least 5 years of Support Engineering and technical escalation experience
  • A minimum of 5 years DevOps Engineering, Software Engineering, or System Administration experience
  • Experience with Vault is a huge plus
  • Possess the following attributes: Confidence, Positivity and Adaptability
  • Strong written and verbal communication skills — technical writing experience a plus
  • Well-organized, Team player, 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
  • Ability to find the trend of recurring issues and overall issues of one account
  • Excellent problem solving, analytical, and troubleshooting skills
  • Bachelor’s degree in Computer Science, IT, Technical Writing, or equivalent professional experience preferred
Responsibilities
  • Specialized in reproducing and debugging customer issues
  • Triage and solve incoming support requests via Zendesk within SLA
  • Document and record all activity and communication with customers
  • Attend weekly product engineering meetings
  • Collaborate with various teams to lead customer debugging calls
  • Contribute to product documentation and best practices guides
  • Improve processes and tools for support tasks
  • Manage cases and customer issues independently
  • Perform troubleshooting work using available knowledge resources
  • Replicate customer problems to isolate root cause
  • Handle all types of customer and business situations
  • Articulate problem definitions and resolution plans
  • Generate articles to augment the knowledge base
  • Increase technical expertise through training and self-discovery
  • Mentor, coach, or train support team members
  • Perform after-hours/weekend on-call duty
  • Fix complex issues with in-depth analysis
  • Resolve the most complex customer issues
  • Communicate technical escalations to higher management

HashiCorp offers a suite of multi-cloud infrastructure automation products, including Terraform, Packer, Consul, Vault, Boundary, Nomad, Waypoint, and Vagrant, enabling organizations to provision, secure, connect, and run their business-critical applications in the cloud. These technologies support operational efficiency and security of cloud infrastructure for organizations of all sizes.

Company Stage

IPO

Total Funding

$1.4B

Headquarters

San Francisco, California

Founded

2012

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-7%

2 year growth

9%

Benefits

Medical, dental & vision

Life & disability insurance

Flexible spending account (FSA)

Vacation and Other Leaves

401(k)

Family Expansion Benefit

Maternity and Parental Leave

Expanded Mental Health Support