Support Engineer - Terraform Enterprise

Job Description

Posted about 2 months ago

Support Engineer – Terraform Enterprise

HashiCorp is looking for a high-caliber customer facing engineering professional to join its Support Engineering team. This is a phenomenal 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 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. 

Collaborating with the Support Engineering Manager, you 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 Terraform Enterprise and independently work to find viable solutions. You will contribute to product growth and development via weekly product and marketing meetings. You will attend customer and prospect meetings as needed to help debug or install the product 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. 

RESPONSIBILITIES

• 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
• 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 installs or 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

Goals:

30 days: you should be able to -

• Holistic understanding of (P)TFE and the interaction with the TF ecosystem
• Successfully perform all common work flows within Terraform Enterprise
• One contribution to extend or improve product documentation or install guides
• Ability to answer Level 1 support inquiries with minimal assistance

60 days: you should be able to -

• Effectively triage and respond to Level 1 amp; 2 inquiries independently
• Provision and bootstrap (P)TFE instance with low-touch from engineering
• Ride along on 1-2 live customer install calls
• Locate and unpack the customer log files. Familiarity with its contents
• Effectively search for prior similar issues within ticketing system and the knowledge base
• Author one customer knowledge base article from area of subject matter expertise

90 days: you should be able to -

• Effectively triage and respond to a production down issue with minimal assistance
• Run point on a live customer install without assistance
• Independently find points of error and identify root cause in the customer log files and report relevant details to engineering
• Implement small bug fixes or feature improvements
• Read all incoming RFCs and PRDs from Engineering
• Collaborate or comment on Engineering RFCs and PRDs

REQUIREMENTS

• 3+ years Support Engineering, Software Engineering, or System Administration experience
• At least 2 years in a customer facing role
• 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
• Strong project management skills
• Familiarity with Ruby on Rails, Ember.js, Bash, or Go
• Interest in cloud adoption and technology at scale 

EDUCATION

• Bachelor’s degree in Computer Science, IT, Technical Writing, or equivalent professional experience 

About HashiCorp and this opportunity

This is a full-time position with a highly competitive compensation and benefits package. You will have the opportunity to work with a dynamic and ambitious team. HashiCorp is a series C start-up in San Francisco that is best known for creating a suite of software tools that help enterprise companies automate their infrastructure and helps them migrate to the cloud. HashiCorp’s software suite allows users to provision, secure and run any infrastructure for any application. 

HashiCorp   embraces   diversity   and   equal   opportunity.   We   are   committed   to   building   a   team   that represents   a   variety   of   backgrounds,   perspectives,   and   skills.   We   believe   the   more   inclusive   we   are,   the better   our   company   will   be.

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