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HashiCorp // cloud infrastructure automation
 
Engineering, Full Time    United States - Chicago, Illinois (Remote)    Posted: Saturday, June 05, 2021
 
   
 
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JOB DETAILS
 

Sr. Support Engineer Terraform

 HashiCorp is looking for a high-caliber customer facing engineering professional to join its Support Engineering team. This is a phenomenal opportunity to join a small team & have a direct impact on HashiCorps fast growing business. This highly visible position will be an integral part of both the Support Engineering & Terraform teams. You are a fit if you thrive in a fast-paced culture that values essential communication, collaboration, & results. You are a self-motivated, detail-oriented individual with an eye for automation, process improvement, & problem solving. 

Reporting to the Support Engineering Manager for Terraform OSS, you will be a key member of the Global Services & Support organization & will directly impact customer satisfaction & success. The Sr. Support engineer will triage incoming issues related to Terraform Open Source/CLI & independently work to find viable solutions. You will contribute to product growth & development via attending product meetings. You will attend customer & prospect meetings as needed to help debug or install the product & are expected to be a liaison between the customer & HashiCorp engineering. When possible, the Sr. Support Engineer will update & improve product documentation, guide feature development, & assist in implementing bug fixes based on customer needs. 

RESPONSIBILITIES

  • Triage & solve incoming support requests via Zendesk within SLA
  • Document & record all activity & communication with customers in accordance to both internal & external security standards
  • Reproduce & 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, & technical account managers to schedule, coordinate, & lead customer installs or debugging calls
  • Contribute to product documentation, customer knowledge base, & best practices guides
  • Continuously improve process & 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 & become familiar with the contents of customer log files. 
  • Effectively search for prior similar issues within ticketing system & 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 & identify root cause
  • Contribute to product documentation
  • Collaborate or comment on Engineering RFCs & 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 & SaaS is a major advantage
  • Excellent presence; strong written & verbal communication skills
  • Upbeat, passionate, & unparalleled customer focus
  • Well-organized, excellent work ethic, pays attention to detail, & self-starting
  • Experience managing & influencing change in organizations
  • Strong project management skills
  • Familiarity with Ruby on Rails, Ember.js, Bash, or Go
  • Interest in cloud adoption & technology at scale 

 

EDUCATION

  • Bachelors degree in Computer Science, IT, Technical Writing, or equivalent professional experience 

 

About HashiCorp & this opportunity

 

This is a full-time position with a highly competitive compensation & benefits package. You will have the opportunity to work with a dynamic & ambitious team. HashiCorp is a series E start-up in San Francisco that is best known for creating a suite of software tools that help enterprise companies automate their infrastructure & helps them migrate to the cloud. HashiCorps software suite allows users to provision, secure & run any infrastructure for any application. 

 HashiCorp embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our company will be. #LI-JP1

 #LI-Remote

 
 
 
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