Senior Support Engineer - Runtime

About the Job

HashiCorp is looking for a high-caliber customer facing engineering professional to join its  Runtime Support Engineering team. This is an exciting opportunity to join a small team and  have a direct impact on HashiCorp’s fast growing business. This highly visible position will  be an integral part of the support engineering team. You  are a fit if you thrive in a fast-paced culture that values essential communication,  collaboration, and results. This person is a self-motivated, detailed individual with an eye  for automation, process improvement, and problem solving. 

Working with the Senior Manager, Support Engineering, this Senior Support Engineer will  be a key member of the Global Support organization and will directly impact customer  satisfaction and success. This individual will solve sophisticated issues related to Consul and Nomad products and independently work to find viable solutions. They will contribute to product growth and  development via weekly product and marketing meetings. You will attend customer  meetings as needed to help identify, debug and resolve the customer issue and are expected to be a liaison between the customer and HashiCorp engineering. When  possible, our Support Engineers will update and improve documentation, guide feature  development, and implement bug fixes based on customer feedback. 

In this role you can expect to: 

• Reproduce and debug customer issues by using or building test environments and  tools. This is what you do the majority of your time. 
• 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 

30 days: 

• Holistic understanding of Consul and the interaction with other HashiCorp Product  Suite 
• Successfully perform all common work flows within Consul Service Mesh  
• Successful completion of Consul Associate certification

60 days: 

• Demonstrate ability to triage and communicate to Level 1 & 2 inquiries independently 
• Ride along on 1-2 live customer debugging calls 
• Holistic understanding of Nomad and the interaction with other HashiCorp Product  Suite 

90 days: 

• Demonstrate ability to effectively fix and respond to a production down (Sev1) issue with minimal  assistance 
• Ability to take any Consul ticket without assistance 
• Successfully perform common workload orchestration flows using Nomad 
• Ability to independently find points of error and identify root cause by examining log  files 
• Ability to create ongoing KB articles that will benefit allcustomers

You may be a good fit for our team if you have:

• At least 5 years of Support Engineering. 
• A minimum of 6 years DevOps Engineering, Software Engineering, or System  Administration experience 
• Experience with Consul or other service mesh is a huge plus 
• 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.

#LI-Hybrid

“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.”