HashiCorp
Senior Support Engineer - Terraform
We're building the infrastructure that enables innovation
Software engineering
Full-time
Office | Melbourne, VIC, Australia
Visa sponsorship · No
Senior · A role for someone with advanced knowledge and skills. May involve mentoring, leading others or specialisation. Typically at least 5 years of experience.
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Why HashiCorp
Our suite of multi-cloud infrastructure automation products are the underpinnings of the largest enterprises in the world, who rely on our solutions to provision, secure, connect, and run their critical applications to deliver crucial services, communications tools, and entertainment platforms to the world. We're building a once-in-a-generation infrastructure company with a unique approach rather than focusing on specific technologies, and we build products and solutions that support real-world workflows spanning the multiple cloud environments that nearly every organization worldwide is using today.
About the role
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
What you'll be responsible for
- ✅
Stakeholder Engagement
Partner with stakeholders to understand specifications, business requirements, and communicate insights
- 🤖
Scripting and Automation
Develop scripts and automated workflows to improve the efficiency and accuracy of repeated tasks
- 🛠
Test Automation
Create and implement code tests and software test automation
Skills you'll need
- 👥
Collaboration
Works with others by being open, clear in communication and listening to achieve goals
- 🧮
Numerical problem solving
Works with numerical information and performs mathematical calculations to solve problems
- 🔍
Attention to detail
Accurately identifies and rectifies discrepancies or errors that exists in information and deliverables