Customer Support Specialist

2 weeks ago

Noida, Uttar Pradesh, India beBeeCustomerSupport Full time US$ 60,000 - US$ 1,00,000
About the Role

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 Terraform 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.

Key Responsibilities
  1. Triage and solve incoming support requests via Zendesk within SLA
  2. Document and record all activity and communication with customers in accordance with internal and external security standards
  3. Reproduce and debug customer issues by building or using existing tooling or configurations
  4. Collaborate with engineers, sales engineers, sales representatives, and technical account managers to schedule, coordinate, and lead customer installs or debugging calls
  5. Contribute to create knowledge base articles and best practices guides
  6. Continuously improve processes and tools for normal, repetitive support tasks
Requirements
  • 4+ years of experience in Support Engineering, Software Engineering, or System Administration
  • Expertise in Open Source and SaaS is a major advantage
  • Excellent presence; strong written and verbal communication skills
  • Upbeat, passionate, and unparalleled customer focus
  • Well-organized, has excellent work ethic, pays attention to detail, and self-starting
  • Experience managing and influencing change in organizations
  • Working knowledge with Docker, Kubernetes
  • Familiar with networking concepts
  • Experience developing a program, script, or tool that was released or used is an advantage
  • Strong understanding of Linux or Windows command line environments
  • Interest in cloud adoption and technology at scale
Benefits
  1. You should be able to write a simple TF configuration and apply it in TFE to deploy infrastructure within 30 days
  2. Effectively triage and respond to Level 1 & 2 inquiries independently within 60 days
  3. Provision and bootstrap (P)TFE instance with low-touch from engineering within 60 days
  4. Run point on a live customer install without assistance within 90 days
Others

A bachelor's degree in Computer Science, IT, Technical Writing, or equivalent professional experience

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