Support Engineer

2 months ago

Austin, Texas, United States HashiCorp Full time

About the Role

HYBRID - AUSTIN, TX

HashiCorp is looking for a high-caliber customer facing engineering professional to join its Support Engineering team. This is an exciting 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 Open Source/Enterprise teams. You are a fit if you thrive in a fast-paced culture that values essential communication, collaboration, and results. This person is a self-motivated, detailed individual with an eye for automation, process improvement, and problem solving.

Working with the Manager, Support Engineering, this Support Engineer will be a key member of the Global Support Services organization and will directly impact customer satisfaction and success. This individual will solve sophisticated issues related to Terraform and Terraform Enterprise and independently work to find viable solutions. They will contribute to product growth and development via weekly product and marketing meetings. You will attend customer meetings as needed to help identify, debug and resolve the customer issue and are expected to be a liaison between the customer and HashiCorp engineering. When possible, our Support Engineers will update and improve documentation, guide feature development, and implement bug fixes based on customer feedback.

In this role you can expect to:

  • Reproduce and debug customer issues by using or building test environments and tools. This is what you do the majority of your time.
  • Triage and tackle incoming support requests via Zendesk within SLA, including high-severity urgent cases
  • Document and record all activity and communication with customers in accordance to both internal and external security standards
  • 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 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 (one week in every two months)

30 days:

  • Holistic understanding of Terraform/Terraform Enterprise and the interaction with other HashiCorp Product Suite
  • Perform standard company wide onboarding tasks
  • Meet your team, both locally and globally
  • Learn our available tools and process
  • Understand your role on the team and where to focus your efforts

60 days:

  • Ability to triage and communicate to Level 1 & 2 inquiries independently
  • Ability to provision and bootstrap Terraform/Terraform Enterprise with all the sophisticated features without assistance
  • Ride along on 1-2 live customer debugging calls
  • Complete Terraform Certification
  • 1 contribution to extend or improve product documentation or install guides
  • Successfully play with all the elements in Terraform Guide ).

90 days:

  • Successfully perform all common work flows within Terraform Enterprise
  • Ability to effectively fix 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
  • Author 1 "customer knowledge base" article from area of subject matter expertise
  • Added to the team's on-call rotation

You may be a good fit for our team if you have:

  • At least 2 years of Support Engineering
  • Preferably 3+ years DevOps Engineering, Software Engineering, or System Administration experience
  • Experience with Terraform/Terraform Enterprise or Private Terraform is a huge plus
  • Experience with scripting tool of choice to help automate re[production environments (for example, Bash, Python, PowerShell)
  • Ability to read sophisticated code for troubleshooting and familiarity with Github
  • Experience with REST APIs and command line tools
  • 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
  • Familiarity with Distributed Systems, Microservice architecture, and Containers
  • Interest in cloud adoption and technology at scale
  • Excellent problem solving, analytical, and troubleshooting skills
  • Bachelor's degree in Computer Science, IT, Technical Writing, or equivalent professional experience.
  • Must be located in Austin, TX and able to come into the office 1-2 times a week
  • Must be OK with EST working hours

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