Senior Support Engineer

Candidates must be located in the Austin, Texas region.
About the team

Our team provides expert technical support for customers using HCP Terraform. We help users troubleshoot issues, understand best practices, and optimize their Terraform configurations on the HashiCorp Cloud Platform. Our goal is to ensure a smooth and successful experience with HCP Terraform, empowering customers to efficiently manage their infrastructure as code.

What you'll do (responsibilities)

An engineer supporting HCP Terraform customers typically handles a wide range of responsibilities to ensure smooth operation and effective use of the platform. Here are the high-level responsibilities:

• Support Engineers will troubleshoot complex issues related to HCP Products and work to find viable solutions while maintaining detailed communication with customers.
• Reproduce and debug customer issues by building or using existing test environments and tools.
• Communicate tactfully with customers: gather info, provide diagnostic and resolution steps, convey process and product guidance
• Solve incoming technical support requests within SLA, including high-severity urgent cases
• Continuously increase knowledge and help train the team on 3rd party technologies that integrate with HCP Products.
• Identify and communicate product usage trends, bugs and feature requests at weekly product engineering meetings
• Collaborate with account managers to schedule, coordinate, and lead customer debugging calls
• Document and record all activity with customers in accordance to both internal and external security standards
• Contribute to product documentation, customer knowledge base, and best practices guides
• Continuously improve process and tools in collaboration with the team
• Periodic on-call rotation for production-down issues
• Able to work from the Austin, TX office 1-2 days a week

What you'll need (basic qualifications)

Experience and very good understanding on how infrastructure as code works.5+ years of Support Engineering experience (or comparable customer-facing technical role), preferably for mission-critical software

• Possess the following attributes: Confidence, Positivity and Adaptability.
• Experience troubleshooting and resolving urgent, high-visibility technical problems
• Experience communicating clearly and effectively, both verbally and in writing
• Experience working with Enterprise customers and advocating for customer experience
• Experience with major cloud platforms, VCS platforms, distributed systems, microservice architecture, and containers
• Experience with scripting tool of choice to help automate reproduction environments (for example, Bash, Python)
• Ability to read complex code for troubleshooting and familiarity with Github
• Experience with REST APIs and command line tools
• Well-organized, excellent work ethic, attention to detail, and ability to learn new technologies quickly
• Excellent problem solving, analytical, and troubleshooting skills

What's nice to have (preferred qualifications)

• DevOps Engineering, Software Engineering, and/or System Administration experience
• Experience with HashiCorp tools, ideally with Terraform or HCP Terraform.
• Certifications at the Associate/Expert/Professional level for AWS, Azure, or Google Cloud Platform
• Bachelor's degree in Computer Science

HashiCorp welcomes all qualified candidates who have authorization to work in the United States to apply - HashiCorp will not be sponsoring visas for this role.

#LI-Hybrid

Individual pay within the range will be determined based on job related-factors such as skills, experience, and education or training.

The base pay range for this role in the SF Bay Area / NYC area is:

$136,000-$160,000 USD

The base pay range for this role in California (excluding SF Bay Area), New York (excluding NYC), Seattle Metro, Denver / Boulder Metro, Washington D.C., or Maryland is:

$124,700-$146,700 USD

The base pay range for this role in Colorado (excluding Denver / Boulder Metro), Illinois, Minnesota, or Washington (excluding Seattle Metro) is:

$113,300-$133,300 USD

"HashiCorp is an IBM subsidiary which has been acquired by IBM and will be integrated into the IBM organization. HashiCorp will be the hiring entity. By proceeding with this application you understand that HashiCorp will share your personal information with other IBM subsidiaries involved in your recruitment process, wherever these are located. More information on how IBM protects your personal information, including the safeguards in case of cross-border data transfer, are available here: link to IBM privacy statement."