Sr. Support Engineer - Terraform CLI



This job is no longer accepting applications

See open jobs at HashiCorp.
Customer Service
Sofia, Bulgaria
Posted on Monday, December 11, 2023

As HashiCorp continues to grow its product portfolio and customer base, we are looking for the best talent for our Support Engineering organisation! These are our customer-facing teams that provide deep technical support for our Cloud product portfolio – Terraform (CLI), Terraform Cloud, 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

  • The Support Engineer will triage incoming issues related to the Terraform Core binary and Official Providers and work to find viable solutions.
  • Reproduce and debug customer issues by writing Infrastructure as Code configuration
  • You will contribute to product growth and development via attending product meetings.
  • You will attend customer meetings as needed to help debug the product and are expected to be a liaison between the customer and HashiCorp engineering.
  • When possible, our Support Engineer updates and improve product documentation, guide feature development, and assist in implementing bug fixes based on customer needs.
  • Collaborate with engineers, sales engineers, sales representatives, and technical account managers to schedule, coordinate, and lead customer installs or debugging calls
  • Handle Sev-1 tickets according to our process
  • 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 we expect

  • At least 4 years of Customer Support, Support Engineering, Network Engineering, DevOps Engineering, Software Engineering, or System Administration experience
  • Familiarity with Linux, CI/CD pipelines, Bash
  • Development background or familiarity with debugging code, especially Go
  • Command Line skills (Windows / Linux)
  • Experience contributing to Open Source projects and using version control systems: Git, GitHub
  • Familiarity with cloud platforms such as AWS, Azure, GCP
  • Familiarity with containerization technologies such as Docker, Kubernetes
  • Familiarity with REST APIs
  • Basic knowledge in SQL & relational databases
  • Basic networking skills e.g. CCNA certified
  • Basic knowledge and experience with logging/monitoring systems - ELK stack, Grafana/Prometheus/DataDog etc.
  • Excellent written and verbal communication skills in English
  • Self-driven, curious-by-design and eager to learn our products
  • tWork 8 hours during the Bulgaria business hours (7 am to 7 pm local time)
  • Work remotely 4 days and at the office 1 day per week
  • 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 7 am and 7 pm
  • Remote first working model
  • Salary and company shares
  • Medical, Life and Disability Insurances
  • Monthly Internet Allowance

#LI-LH1 #LI-hybrid

Canada, Colorado, California, Washington and New York Applicants: To view base salary ranges for this role in your location and to learn more about which roles are eligible for bonus pay or commissions, please visit our Pay Transparency Calculator below. Individual pay within the range will be determined based on job related-factors such as skills, experience, and education or training. Information on our benefits can be found via the link below. Intern ranges can be found below.

This job is no longer accepting applications

See open jobs at HashiCorp.