Sr. Support Engineer - Terraform CLU, HCP
Location: Sofia, Bulgaria (hybrid weekly)
About the team
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’ll do (responsibilities)
- The Support Engineer will triage incoming issues related to theTerraform 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 instals 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
What you’ll need (basic qualifications)
- At least 4 years of Customer Support, Support Engineering, Network Engineering, DevOps Engineering, Software Engineering, or System Administration experience
- 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
- Experience contributing to Open Source projects and using version control systems: Git, GitHub
- Familiarity with cloud platforms such as AWS, Azure, GCP
- Familiarity with containerization technologies such as Docker, Kubernetes (basic understanding)
- Familiarity with REST APIs
- Basic knowledge in SQL & relational databases
- Good understanding of compute networking - any relevant certification is a plus (e.g. CCNA certified)
- 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 (10AM to 7PM local time)
- Work at the IBM office (near airport) at least 1 day per week
- Be available for weekend stand-by once every 4-6 weeks
#LI-LH1
“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.”
