Reporting to the Support Engineering Manager for Terraform OSS, you will be a key member of the Global Services and Support organization and will directly impact customer satisfaction and success. The Sr. Support engineer will triage incoming issues related to Terraform Open Source/CLI and independently work to find viable solutions.

You will contribute to product growth and development via 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 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 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 on-call rotation

 Goals: 30 days: you should be able to -

• Complete first 30 days of onboarding tasks

  60 days: you should be able to -

• Holistic understanding of the TF ecosystem
• Successfully perform all common work flows 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 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 -

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

REQUIREMENTS

• 5+ years 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
• Working knowledge and experience with major cloud providers
• Expertise with containerisation, Kubernetes, Docker, Podman
• Interest in cloud adoption and technology at scale