Customer Support Professional

5 days ago


Austin, Texas, United States HashiCorp Full time
About the Role

We are seeking a highly skilled Customer Support Professional to join our HCP Support Engineering team at HashiCorp.

This is an exciting opportunity to work with our fast-growing business and have a direct impact on customer satisfaction and success.

As a key member of our Global Support & Services organization, you will be responsible for troubleshooting complex issues related to HCP Products, working closely with customers to identify and resolve technical problems.

You will also contribute to product growth and development via weekly product meetings, attend customer meetings as needed, and serve as a liaison between the customer and HashiCorp engineering.

In this role, you can expect to:

  • Troubleshoot complex issues related to HCP Products and maintain detailed communication with customers.
  • Reproduce and debug customer issues by building or using existing test environments and tools.
  • Communicate tactfully with customers, gather information, provide diagnostic and resolution steps, convey process and product guidance.
  • Solve incoming technical support requests within SLA, including high-severity urgent cases.
  • Continuously increase knowledge and help train the team on 3rd party technologies that integrate with HCP Products.
  • Identify and communicate product usage trends, bugs, and feature requests at weekly product engineering meetings.
  • Collaborate with account managers to schedule, coordinate, and lead customer debugging calls.
  • Document and record all activity with customers in accordance with internal and external security standards.

Requirements

  • 5+ years of Support Engineering experience (or comparable customer-facing technical role), preferably for mission-critical software.
  • DevOps Engineering, Software Engineering, and/or System Administration experience is a huge plus.
  • Possess confidence, positivity, and adaptability.
  • Experience troubleshooting and resolving urgent, high-visibility technical problems.
  • Excellent problem-solving, analytical, and troubleshooting skills.
  • Bachelor's degree in Computer Science or equivalent professional experience preferred.

What We Offer

A competitive salary of $120,000 - $180,000 per year, depending on experience.

Able to work from the Austin, TX office 1-2 days a week.



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