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Support Engineer(Remote US)United States

Support Engineer(Remote US)

United States

HashiCorp is looking for a high-caliber customer facing engineering professional to join its Support Engineering team. This is an exciting opportunity to join a small team and have a direct impact on Hashicorp's fast growing business. This highly visible position will be an integral part of both the support engineering and Consul Open Source/Enterprise teams. You are a fit if you thrive in a fast-paced culture that values essential communication, collaboration, and results. You are a self-motivated, detail-oriented individual with an eye for automation, process improvement, and problem solving.

Reporting to the Manager, Support Engineering, the Support Engineer will be a key member of the Customer Success organization and will directly impact customer satisfaction and success. The Support engineer will triage incoming issues related to Consul and Consul Enterprise and independently work to find viable solutions. They will contribute to product growth and development via weekly product and marketing meetings. The Support Engineer will attend customer meetings as needed to help identify, debug and resolve the customer issue and is expected to be a liaison between the customer and HashiCorp engineering. When possible the Support Engineer will update and improve product documentation, guide feature development, and implement bug fixes based on customer feedback.


Triage and solve incoming support requests via Zendesk within SLA

Document and record all activity and communication with customers in accordance to both internal and external security standards

Reproduce and debug customer issues by using or building existing tooling or configuration. This is what you do the majority of your time in this role

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 customer 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 (one week in every two months)


30 days:

Holistic understanding of Consul/Consul Enterprise and the interaction with other Hashicorp Product Suite

Successfully perform all common work flows within Consul

1 contribution to extend or improve product documentation or install guides

Ability to answer Level 1 support inquiries with minimal assistance

Successfully play with all the elements in Consul Guide (

60 days:

Ability to effectively triage and respond to Level 1 & 2 inquiries independently

Ability to provision and bootstrap Consul Cluster with all the advanced features without any assistance

Ride along on 1-2 live customer debugging calls

Ability to debug at least one Consul issue without shadowing the Consul Engineers

1 customer knowledge base article from area of subject matter expertise

90 days:

Ability to effectively triage and respond to a production down issue with minimal assistance

Ability to take any Consul ticket without any sort of hand holding

Ability to independently find points of error and identify root cause by looking at the log files

Ability to create a bunch of KB articles that will benefit all the customers


At least 2 years of Support Engineering, DevOps Engineering, Software Engineering, or System Administration experience

Experience with Consul is a huge plus

Strong written and verbal communication skills. Technical writing experience a plus

Well-organized, has excellent work ethic, pays attention to detail, and self-starting

Familiarity with Distributed System, 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

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