Sr Support Engineer
Sr Support Engineer
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Job Description
Senior Support Engineer Terraform
About the Job
HashiCorp is looking for a highcaliber customer facing engineering professional to join its
Support Engineering team. This highly visible position will be an integral part of both the support
engineering and Terraform Enterprise team. You are a fit if you thrive in a fastpaced culture
that values essential communication collaboration and results. You are a selfmotivated detail
oriented individual with an eye for automation process improvement and problem solving.
will be a key member of the Global Support organization and will directly impact customer
satisfaction and success. The Sr. Support engineer will troubleshoot complex issues related to
individual will be responsible for assisting to manage Severity 1 issues at a critical level for
Enterprise customers both on a technical and customer service level. They will also help
manage the root cause analysis and retrospective process with crossfunctional stakeholders.
The Sr. Support Engineer will attend customer meetings as needed to help identify debug and
resolve the customer issue and is expected to be a liaison between the customer and
HashiCorp engineering. When possible the Support Engineer will update and improve product
documentation guide feature development and implement bug fixes based on customer
feedback.
RESPONSIBILITIES: I WANT TO DO THAT
Act as an SME of Terraform products and escalation point within the support team.
Act as queue monitor for low SLA or ticket that may need attention
Mentor TSEs on technical knowledge and process
Reproduce and debug customer issues by using or building test environments and tools.
Triage and solve incoming support requests via Zendesk within SLA including highseverity urgent cases
Act as an escalation point for tickets that need special attention
Serve as an escalation point for TSEs that need assistance with process or other need
Attend product engineering meetings to discuss issues pertinent to support and identify ticket trending
Collaborate with engineers sales engineers sales representatives and account managers to schedule coordinate and lead customer debugging calls
Contribute to product documentation customer knowledge base and best practices guides
Continuously improve process and tools for normal repetitive support tasks
Periodic oncall rotation
GOALS: I CAN DO THAT
Holistic understanding of TFE and 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
Effectively triage and respond to Level 1 & 2 inquiries independently
Provision and bootstrap TFE instance with lowtouch from engineering
Ride along on 12 live customer support calls
Locate and unpack the customer log files. Familiarity with its contents
Author one customer knowledge base article from area of subject matter expertise
Ability to effectively triage 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
Ability to create ongoing KB articles that will benefit all customers
At least 6 years of Support Engineering
A minimum of 8 years DevOps Engineering Software Engineering or System Administration experience
Relevant experience with major cloud providers
Strong written and verbal communication skills technical writing experience a plus
Wellorganized excellent work ethic attention to detail and selfstarting
Experience troubleshooting and resolving urgent highvisibility technical problems
Experience with Distributed Systems Microservice architecture and Containers
Interest in cloud adoption and technology at scale
Excellent problem solving analytical and troubleshooting skills
EDUCATION:
Bachelors degree in Computer Science IT Technical Writing or equivalent professional experience preferred
Japanese speaking would be beneficial (Optional Requirement)
#LIHybrid
HashiCorp is an IBM subsidiary which has been acquired by IBM and will be integrated into the IBM organization. HashiCorp will be the hiring entity. By proceeding with this application you understand that HashiCorp will share your personal information with other IBM subsidiaries involved in your recruitment process wherever these are located. More information on how IBM protects your personal information including the safeguards in case of crossborder data transfer are available here: link to IBM privacy statement.
Required Experience:
Senior IC
Employment Type
Full Time
