Sr Support Engineer II (TFE)
Sr Support Engineer II (TFE)
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Job Description
About the Job
HashiCorp is looking for a highcaliber customer facing engineering professional to join its Support Engineering team as a Sr. Support Engineer II (SSEII). 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 detailoriented individual with an eye for automation process improvement and problem solving.
Reporting to the Manager Terraform Enterprise Support Engineering the Sr. Support Engineer will be a key member of the Global Support organization and will directly impact customer satisfaction and success. He will troubleshoot complex issues related to Terraform and Terraform Enterprise and independently work to find viable solutions. This 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.
They will contribute to product growth and development via product and marketing meetings. The Sr. Support Engineer II 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 tickets that may need attention.
- Mentor TSEs on technical knowledge and process
- Attend weekly leadership meetings
- Reproduce and debug customer issues by using or building test environments and tools.
- Act as an Incident Commander (IC) for missioncritical sev1s for enterprise customers
- 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 needs
- Document and record all activity and communication with customers in accordance to both internal and external security standards
- 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
30 days:
- 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
60 days:
- 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 install calls
- Locate and unpack the customer log files. Familiarity with its contents
- Author one customer knowledge base article from area of subject matter expertise
90 days:
- Ability to effectively triage and respond to a production down issue with minimal assistance
- Ability to take on Escalation Management duties for SEV1
- 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
REQUIREMENTS: IVE ALREADY DONE THAT OR HAVE THAT
- At least 6 years of Support Engineering.
- A minimum of 8 years DevOps Engineering Software Engineering or System Administration experience
- Production experience with Terraform or Terraform Enterprise preferred
- 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
- Familiarity with Distributed Systems Microservice architecture and Containers
- Interest in cloud adoption and technology at scale
- Excellent problem solving analytical and troubleshooting skills
- Open to work in a hybrid setup with office location as Noida
EDUCATION:
- Bachelors degree in Computer Science IT Technical Writing or equivalent professional experience preferred #LIHybrid #LISG1
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
