Sr. Support Engineer at HashiCorp

As HashiCorp continues to grow its product portfolio and customer base, we are continuously looking for the best talent for our Support Engineering teams. 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-center or service desk roles. The majoring 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, a lot of our customers are IT Experts and Engineers so you can expect to be collaborating with peers to solve 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 knowledgebase 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 actionable feedback to improve processes and tools
• Learn from feedback and ticket-based coaching provided to ensure world-class customer experiences

What we expect

• At least 4 years of Customer Support, Support Engineering, DevOps Engineering, Software Engineering, or System Administration experience
• Linux usage, support or administration
• Network support or engineering
• Version Control Systems e.g. GitHub
• 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 (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
• Certification courses
• Yearly allowance for additional learning
• Growth opportunities into Lead and non-technical roles within the team
• Monthly allowance for internet at home
• Financial support for home office furniture and equipment
• Financial support for monthly home office supplies
• Flexible working hours between 7 am and 7 pm
• Hybrid working model with 1 day per week at the office
• Health insurance for employees, including life insurance coverage
• Other insurance(s) and mental health benefits dependent on the region
• 25 days paid annual leave + additional leave for other circumstances

*Please submit your resume / job application in English