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Sr. Support Engineer

2 months ago

Austin, United States HashiCorp Full time
Sr. Support Engineer - Designated Support

Hybrid - Austin, TX

*Must be located in Austin, TX*

*Sr. Support Engineer:

HashiCorp is looking for an experienced customer facing engineering professional to join its
Designated Support Engineering team. This is an exciting opportunity to work in a role that has a
direct impact on HashiCorps fast growing business. You are a fit if you thrive in a fast-paced
culture that values essential communication, collaboration, constant learning, and iteration. You
are a self-motivated, tactful, detail-oriented person with an insatiable desire to learn new
technology and an eye for automation, customer experience, process improvement, and
efficient problem solving.
The Senior Support Engineer will be a key member of the Designated Support Team within the Global Support and Services organization and advocate for customer satisfaction and success.

The Senior Support Engineer will troubleshoot complex issues related to Terraform and work to find viable solutions while maintaining detailed communication with customers and responsiveness to their needs. The Senior Support Engineer will grow and maintain detailed knowledge and familiarity with Strategic customers environments, configurations, and use cases. They will contribute to product growth and development via attending product meetings. The Senior Support Engineer will attend customer meetings as needed to help identify, debug, and resolve customer issues and will serve as a liaison between the customer and HashiCorp engineering. When possible, the Senior Support Engineer will update and improve product documentation, guide feature development, and build tools to make the support team as a whole more successful.

In this role you can expect to:

Perform all tasks expected of a Senior Support Engineer, Terraform
  • Provide the highest level of customer service and technical support to specific named accounts
  • Reproduce and debug customer issues by building or using existing test environments
  • and tools.
  • Be effective at troubleshooting external services such as networking, storage, memory or OS level operations
  • Communicate tactfully with customers: gather info, provide diagnostic and resolution
  • steps, convey process and product guidance
  • Solve incoming technical support requests within SLA, including high-severity urgent
  • Cases from both a general queue or from specific named accounts
  • Continuously increase knowledge and achieve Subject Matter Expert (SME) level knowledge of the product
  • Proactively learn and document customer environment, configuration and use case
  • details
  • Participate in high-level sync calls with customers as needed
  • Identify and communicate product usage trends, bugs, and feature requests at weekly
  • product engineering meetings
  • Collaborate with account managers to schedule, coordinate, and lead customer
  • debugging calls
  • Document and record all activity with customers in accordance with both internal and
  • external security standards
  • Contribute to product documentation and customer knowledge base
  • Continuously improve process and tools in collaboration with the team
  • Periodic on-call rotation for production-down issues
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 TFE and the interaction with the TF ecosystem
  • Successfully perform all common workflows within Terraform Enterprise
  • Be comfortable with Terraform Cloud (TFC)
  • Deep dive into Terraform Core/CLI
  • Provision and bootstrap TFE instance
  • Locate and unpack the customer log files. Familiarity with its contents
  • 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
  • Effectively triage and respond to a production down issue with minimal assistance
  • Run point on a live customer install without assistance
  • Independently find points of error and identify root cause in the customer log files and report relevant details to engineering
  • Contribute to product documentation and best practices guides
  • Collaborate or comment on Engineering RFCs and PRDs
  • Take initiative to write PRDs or RFCs
  • Identify patterns and trends of issues and report up effectively to management
  • Complete Terraform Certification successfully
REQUIREMENTS
  • 5 years of Support Engineering experience (or comparable customer-facing technical
  • role), preferably for mission-critical software
  • Production experience with Terraform or Terraform Enterprise
  • DevOps Engineering, Software Engineering, and/or System Administration experience is
  • a huge plus
  • Expertise in Open Source and SaaS is a major advantage
  • Docker and Kubernetes as a plus
  • Experience troubleshooting and resolving urgent, high-visibility technical problems
  • Experience communicating clearly and effectively, both verbally and in writing
  • Experience working with Enterprise customers and advocating for customer experience
  • Familiarity with Ruby on Rails, Ember.js, Bash, or Go
  • Expert level knowledge of PostgreSQL Databases a plus
  • Ability to read complex code for troubleshooting and familiarity with GitHub
  • Able to work from the Austin, TX office 2-3 days a week
  • This role will be covering east coast accounts and will require this person to cover east coast hours