Support Engineer - Terraform

United States (Remote)

Applications have closed
HashiCorp logo
HashiCorp
HashiCorp delivers consistent workflows to provision, secure, connect, and run any infrastructure for any application.
Find more jobs like this

About HashiCorp

HashiCorp is a fast-growing startup that solves development, operations, and security

challenges in infrastructure so organizations can focus on business-critical tasks. We build

products to give organizations a consistent way to manage their move to cloud-based IT

infrastructures for running their applications. Our products enable companies large and small to

mix and match AWS, Microsoft Azure, Google Cloud, and other clouds as well as on-premises

environments, easing their ability to deliver new applications for their business.

At HashiCorp, we operate according to a strong set of company principles for how we interact

with each other. We value top-notch collaboration and communication skills, both among

internal teams and in how we interact with our users.

 

About The Role

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 and have a direct impact on HashiCorp’s fast growing business. This position will be an integral part of both the Support Engineering and Terraform teams. You are a fit if you thrive in a fast-paced culture that values essential communication, collaboration, and results. You are a self-motivated, detail-oriented individual with an eye for customer service, automation, process improvement, and problem solving. 

 

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

 

RESPONSIBILITIES

  • Triage and solve incoming support requests via Zendesk within SLA
  • Document and record all activity and communication with customers in accordance to both internal and external security standards
  • Reproduce and 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, and technical account managers to schedule, coordinate, and lead customer installs or debugging calls
  • Contribute to product documentation, customer knowledge base, and best practices guides
  • Continuously improve process and tools for normal, repetitive support tasks
  • Periodic 24/7 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 TFE and the interaction with the TF ecosystem
  • Successfully perform all common work flows within Terraform Enterprise
  • Be comfortable with Terraform Cloud (TFC)
  • Deep dive into Terraform Core/CLI
  • 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
  • Run point on a live customer install without assistance
  • Independently find points of error and identify root cause
  • Contribute to product documentation
  • Collaborate or comment on Engineering RFCs and PRDs
  • Complete Terraform Certification successfully



REQUIREMENTS

  • 2+ years Support Engineering, Software Engineering, or System Administration experience
  • At least 2 years in a customer facing role
  • Development background or familiarity with debugging code
  • Expertise in Open Source and SaaS is a major advantage
  • Excellent presence; strong written and verbal communication skills
  • Upbeat, passionate, and unparalleled customer focus
  • Well-organized, excellent work ethic, pays attention to detail, and self-starting
  • Experience managing and influencing change in organizations
  • Strong project management skills
  • Familiarity with Ruby on Rails, Ember.js, Bash, or Go
  • Interest in cloud adoption and technology at scale 

 

EDUCATION

  • Bachelor’s degree in Computer Science or equivalent professional experience. 

 

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-XX1

#LI-REMOTE

Job region(s): North America
Job stats:  1  0  0

Explore more Remote Work and WFH career opportunities