Job
Description
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 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 24/7 on-call rotation 30 days: Holistic understanding of Consul and the interaction with other HashiCorp Product Suite Successfully perform all common work flows within Consul Service Mesh 1 contribution to extend or improve product documentation or install guides 60 days: Ability to triage and communicate to Level 1 & 2 inquiries independently Ride along on 1-2 live customer debugging calls Author 1 "customer knowledge base" article from area of subject matter expertise 90 days: Ability to effectively fix and respond to a production down issue with minimal assistance Ability to take any Consul ticket without assistance Ability to independently find points of error and identify root cause by examining log files Ability to create ongoing KB articles that will benefit all customers You may be a good fit for our team if you have: At least 6 years of Support Engineering. Experience with Consul is a huge plus as well as experience with Docker, K8s or other containerization devops tools Hands-on experience with the HashiCorp ecosystem, specially Nomad for workload orchestration and deployment. Experience with scripting tool of choice to help automate re[production environments (for example, Bash, Python, PowerShell) Ability to read sophisticated code (Go) for troubleshooting and familiarity with Github Experience with REST APIs and command line tools Strong written and verbal communication skills technical writing experience a plus Well-organized, 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 Excellent problem solving, analytical, and troubleshooting skills Bachelor s degree in Computer Science, IT, Technical Writing, or equivalent professional experience. Open to work in a hybrid setup with office location as Noida HashiCorp embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our company will be.
