Job Description

Reporting to the Manager, Support Engineer, and Senior Support Engineer will be key members of the customer success organization and will directly impact customer satisfaction and success. The Support engineer will troubleshoot complex issues related to Terraform and Terraform Enterprise and independently work to find viable solutions. They will contribute to product growth and development via weekly product and marketing meetings. The 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: Triage and solve incoming support requests via Zendesk within the SLA Document and record all activity and communication with customers in accordance with both internal and external security standards Reproduce and debug customer issues by building or using existing tooling or configurations Attend weekly product engineering meetings to discuss topics 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 processes and tools for normal, repetitive support tasks Periodic on-call rotation for production-down issues Weekly days off scheduled every week on rotation on any day of the week Goals: 30 days: you should be able to - Write a simple TF configuration and apply it in TFE to deploy infrastructure Holistic understanding of (P)TFE and the interaction with the TF ecosystem Successfully perform all common workflows 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 and respond to Level 1 & 2 inquiries independently Provision and bootstrap (P)TFE instance with low-touch from engineering Ride along on 1-2 live customer install calls Locate and unpack the customer log files. Familiarity with its contents Apply TF configurations to deploy infrastructure in AWS, Azure, and Google Cloud Author one customer knowledge base article from area of subject matter expertise 90 days: you should be able to - Effectively triage and respond to a production down issue with minimal assistance Run point on a live customer install without assistance Independently find points of error and identify root cause in the customer log files and report relevant details to engineering Implement small bug fixes or feature improvements Reproduce a TF bug or error by creating a suitable configuration Requirements: 4+ years Support Engineering, Software Engineering, or System Administration experience At least 5 years in a customer-facing role 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, has excellent work ethic, pays attention to detail, and is self-starting Experience managing and influencing change in organizations Strong project management skills Familiarity with Ruby on Rails 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 and technology at scale EDUCATION Bachelor s degree in Computer Science, IT, Technical Writing, or equivalent professional experience #LI-SG1 #LI- Hybrid