About the job

Senior Support Engineer, Terraform

About The Job

HashiCorp is looking for a high-caliber customer facing engineering professional to join its

Support Engineering team. This highly visible position will be an integral part of both the support

engineering and Terraform Enterprise team. 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, Terraform Enterprise Support Engineering, the Sr. Support Engineer

will be a key member of the Global Support organization and will directly impact customer

satisfaction and success. The Sr. Support engineer will troubleshoot complex issues related to

Terraform and Terraform Enterprise and independently work to find viable solutions. This

individual will be responsible for assisting to manage Severity 1 issues at a critical level for

Enterprise customers, both on a technical and customer service level. They will also help

manage the root cause analysis and retrospective process with cross-functional stakeholders.

The Sr. 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.

RESPONSIBILITIES: I WANT TO DO THAT

• Act as an SME of Terraform products and escalation point within the support team.
• Act as queue monitor for low SLA or ticket that may need attention
• Mentor TSEs on technical knowledge and process
• Reproduce and debug customer issues by using or building test environments and tools.
• Triage and solve incoming support requests via Zendesk within SLA, including high-severity urgent cases
• Work to respond to customer needs as and when they arise, including outside normal start and finish times of work if needed to ensure necessary levels of service
• Act as an escalation point for tickets that need special attention
• Serve as an escalation point for TSEs that need assistance with process or other need
• Document and record all activity and communication with customers in accordance to both internal and external security standards
• Attend product engineering meetings to discuss issues pertinent to support and identify ticket trending
• Collaborate with engineers, sales engineers, sales representatives, and 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 on-call rotation

GOALS: I CAN DO THAT

30 Days

• Holistic understanding of 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

• Effectively triage and respond to Level 1 & 2 inquiries independently
• Provision and bootstrap TFE instance with low-touch from engineering
• Ride along on 1-2 live customer support calls
• Locate and unpack the customer log files. Familiarity with its contents
• Author one 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 Terraform ticket without assistance
• Ability to independently find points of error and identify root cause by examining log files
• Ability to create ongoing KB articles that will benefit all customers

REQUIREMENTS: I’VE ALREADY DONE THAT OR HAVE THAT

• At least 6+ years of Support Engineering
• A minimum of 8+ years DevOps Engineering, Software Engineering, or System Administration experience
• Experience with Terraform
• Relevant experience with major cloud providers
• Strong written and verbal communication skills — technical writing experience a plus
• Well-organized, excellent work ethic, attention to detail, and self-starting
• Experience troubleshooting and resolving urgent, high-visibility technical problems
• Experience with Distributed Systems, Microservice architecture, and Containers
• Interest in cloud adoption and technology at scale
• Excellent problem solving, analytical, and troubleshooting skills
• You must be located in or near Melbourne, Victoria and able to come into the office 1-2 times a week

Education

• Bachelor’s degree in Computer Science, IT, Technical Writing, or equivalent professional experience preferred
• Japanese speaking would be beneficial (Optional Requirement)
• “HashiCorp is an IBM subsidiary which has been acquired by IBM and will be integrated into the IBM organization. HashiCorp will be the hiring entity. By proceeding with this application you understand that HashiCorp will share your personal information with other IBM subsidiaries involved in your recruitment process, wherever these are located. More information on how IBM protects your personal information, including the safeguards in case of cross-border data transfer, are available here: link to IBM privacy statement.”