Job Information
HashiCorp Support Engineer - HCP Terraform in Bulgaria
Must be located in or near Sofia Campus X and come into the office once a week.
As HashiCorp continues to grow its product portfolio and customer base, we are looking for a Support Engineer to join 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
Triage, troubleshoot and solve incoming support tickets in Zendesk using own knowledge and the product knowledge-base (KB) to meet our quality bar and SLAs
Escalate out of scope tickets to Engineering and other internal teams but own the customer communication until they are resolved
Handle Sev-1 tickets according to our process
Contribute to improving the product documentation and support knowledge-base
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 you’ll need (knowledge)
At least 2 years of Customer Support, Support Engineering, Network Engineering, DevOps Engineering, Software Engineering, or System Administration experience
Confident with Linux usage, support and administration
Version Control Systems e.g. GitHub
Knowledge and understanding of REST API
Experience with a Programming Language (GoLang, Python or similar)
Command Line skills (Windows / Linux)
Basic knowledge in SQL & relational data bases
Basic networking skills e.g. CCNA level
Basic knowledge and experience with logging/monitoring systems - ELK stack, Grafana/Prometheus/DataDog etc.
What you’ll need (abilities)
Excellent written and verbal communication skills in English
Self-driven, curious-by-design and eager to learn our products
Ability to work 8 hours during the Bulgaria business hours (8 am to 7 pm local time)
Ready to work in-office in Sofia a minimum of 1-3 times per week, depending upon your work location
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 8 am and 7 pm
Remote first working model
Salary and company shares
Medical, Life and Disability Insurances
Monthly Internet Allowance
#LI-LH1 #LI-Hybrid
