Sr. Support Engineer II- Terraform

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.

Reporting to the Support Engineering Manager for Terraform Support, you will be a key member of the Global Support organization and will directly impact customer satisfaction and success. The Sr. Support engineer will triage incoming issues related to Terraform Core/CLI/TFC/TFE and independently work to find viable solutions. You will contribute to product growth and development by attending product meetings. You will attend customer and prospect meetings as needed to help debug or install the product and are expected to be a liaison between the customer and HashiCorp engineering. When possible, the Sr. Support Engineer will update and improve product documentation, guide feature development, and assist in implementing bug fixes based on customer needs.

Responsibilities

• Triage and solve incoming support requests via Zendesk within the SLA
• Work on complex problems where analysis of situations or data requires an in-depth evaluation of various factors. 
• Reproducing the customer problems in a lab environment and  identify the root cause
• Document and record all activity and communication with customers in accordance with both internal and external security standards
• Advanced customer focused skills, skilled reproductions and eye for detailed resolutions
• Reproduce and debug customer issues by using or building existing tooling or configuration
• Attend 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
• Collaboration - within the team and externally.  Mentoring and guiding on troubleshooting workshops, etc. A good example would be leading or encouraging Terratalks and giving at least 2 talks per year. 
• Contribute to product documentation, customer knowledge base, and best practices guides
• Continuously improve processes and tools for normal, repetitive support tasks
• Periodic on-call rotation
• Weekly days off scheduled every week on rotation on any day of the week

Goals

30 days: you should be able to -

• Complete the first 30 days of onboarding tasks

60 days: you should be able to -

• Holistic understanding of the TF ecosystem
• Successfully perform all common workflows using Terraform
• Be comfortable with Terraform Cloud (TFC)
• Deep dive into Terraform Core/CLI
• Locate, unpack, and become familiar with the contents of customer log files.
• Effectively search for prior similar issues within the ticketing system and the knowledge base
• Author one customer knowledge base article from an area of subject matter expertise

90 days: you should be able to -

• Consistently contribute to the Knowledge Base
• Run point on a live customer case without assistance
• Independently find points of error and identify the root cause
• Contribute to product documentation
• Collaborate or comment on Engineering RFCs and PRDs
• Complete Terraform Certification successfully

Requirements

• 12+ years of Support Engineering, Software Engineering, or System Administration experience
• Production experience with Terraform or Terraform Enterprise preferred
• At least 3 years in a customer-facing role
• Development background or familiarity with debugging code
• 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, 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.#LI-AD1 #LI-Hybrid