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HashiCorp
cloud infrastructure automation
 
Engineering, Full Time    Remote USA    Posted: Wednesday, June 12, 2019
 
   
 
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JOB DETAILS
 

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.

Collaborating with the Support Engineering Manager & Team Lead, you will be a key member of the Customer Success organization & will directly impact customer satisfaction & success. The Support engineer will triage incoming issues related to Terraform Enterprise & independently work to find viable solutions. You will contribute to product growth & development via weekly product & marketing meetings. You will attend customer & prospect meetings as needed to help debug or install the product & is expected to be a liaison between the customer & HashiCorp engineering. When possible, the Support Engineer will update & improve product documentation, guide feature development, & implement bug fixes based on customer feedback.

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 building or using existing tooling or configurations
  • Attend weekly 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 24/7 on-call rotation

Goals:

30 days: you should be able to -

  • Write a simple TF configuration & apply it in TFE to deploy infrastructure
  • Holistic understanding of (P)TFE & the interaction with the TF ecosystem
  • Successfully perform all common work flows within Terraform Enterprise
  • One contribution to extend or improve product documentation or install guides
  • Ability to answer Level 1 support inquiries with minimal assistance

60 days: you should be able to -

  • Effectively triage & respond to Level 1 & 2 inquiries independently
  • Provision & bootstrap (P)TFE instance with low-touch from engineering
  • Ride along on 1-2 live customer install calls
  • Locate & unpack the customer log files. Familiarity with its contents
  • Apply TF configurations to deploy infrastructure in AWS, Azure, & Google Cloud
  • Author one customer knowledge base article from area of subject matter expertise

90 days: you should be able to -

  • Effectively triage & respond to a production down issue with minimal assistance
  • Run point on a live customer install without assistance
  • Independently find points of error & identify root cause in the customer log files & report relevant details to engineering
  • Implement small bug fixes or feature improvements
  • Reproduce a TF bug or error by creating a suitable configuration

REQUIREMENTS

  • 3+ years Support Engineering, Software Engineering, or System Administration experience
  • At least 2 years in a customer facing role
  • Expertise in Open Source & SaaS is a major advantage
  • Excellent presence; strong written & verbal communication skills
  • Upbeat, passionate, & unparalleled customer focus
  • Well-organized, has 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
  • Experience developing a program, script, or tool that was released or used is an advantage
  • Strong understanding of Linux or Windows command line environments
  • 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 C 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 & equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives & skills. We believe the more inclusive we are, the better our company will be. #LI-JN1

 
 
 
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