Sr. Support Engineer - HCP Terraform

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), HCP Terraform, 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 improves product documentation, guides feature development, and assists 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

You may be a good fit if you have

• At least 4 years of either project work, implementation services, Systems Engineering, Customer Support, Support Engineering, Network Engineering, DevOps Engineering, Software Engineering, or System Administration experience
• Familiarity with cloud platforms such as AWS, Azure, GCP
• Familiarity with Linux, CI/CD pipelines, Bash, PowerShell
• Virtualization and Cloud technologies - experience is a must
• Development background or familiarity with debugging code, especially Go
• Good understanding of compute networking (any relevant certification is a plus e.g. CCNA certified)
• Experience contributing to Open Source projects and using version control systems: Git, GitHub
• Familiarity with containerization technologies such as Docker, Kubernetes (basic understanding)
• Familiarity with REST APIs
• Basic knowledge in SQL & relational databases

• 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

• Work 8 hours during the Bulgaria business hours (9AM to 6PM, or 10AM to 7PM local time)

• Work at the office at least 1 day per week

• Be available for weekend stand-by once every 4-6 weeks

What we offer

• 90 days self-paced onboarding
• 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 9 AM and 7 PM
• Remote first working model
• Salary and company shares
• Medical, Life and Disability Insurances
• Monthly Internet Allowance

#LI-LH1 #LI-hybrid