portal resources jobs companies h hashicorp sr. support engineer - terraform cloud

Sr. Support Engineer - Terraform Cloud 🔥


About HashiCorp At HashiCorp, we build the infrastructure that enables innovation. Our suite of multi-cloud infrastructure automation products are the underpinnings of the largest enterprises in the world, who rely on our solutions to provision, secure, connect, and run their critical applications to deliver crucial services, communications tools, and entertainment platforms to the world. We’re building a once-in-a-generation infrastructure company with a unique approach: rather than focusing on specific technologies, we build products and solutions that support real-world workflows spanning the multiple cloud environments that nearly every organization worldwide is using today.Sr. Support Engineer - Terraform Cloud Location: Office in Sofia, Bulgaria (Hybrid-Remote)   HashiCorp is looking for a high-caliber customer facing engineering professional to join its Support Engineering team. This is an exciting opportunity to join a small team and have a direct impact on HashiCorp’s fast growing business. This highly visible position will be an integral part of both the support engineering and Terraform Open Source/Enterprise teams. You are a fit if you thrive in a fast-paced culture that values essential communication, collaboration, and results. This person is a self-motivated, detailed individual with an eye for automation, process improvement, and problem solving. Working with the Sr. Manager, Support Engineering, this Support Engineer will be a key member of the Customer Success organization and will directly impact customer satisfaction and success.  This individual will solve sophisticated issues related to Terraform Cloud and independently work to find viable solutions. They will contribute to product growth and development via weekly product and marketing meetings. The Engineer will attend customer meetings as needed to help identify, debug and resolve the issue and is expected to be a liaison between the customer and HashiCorp Engineering.  When possible, our Support Engineers will update and improve documentation, guide feature development, and implement bug fixes based on customer feedback. In this role you can expect to: Reproduce and debug customer issues by using or building test environments and tools. This is what you do the majority of your time. Triage and tackle incoming support requests via Zendesk within SLA, including high-severity urgent cases Document and record all activity and communication with customers in accordance to both internal and external security standards Attend weekly 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 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 (approx. one week every two months) 30 days: Holistic understanding of Terraform/Terraform Enterprise and the interaction with other HashiCorp Product Suite Successfully perform all common work flows within Terraform 1 contribution to extend or improve product documentation or install guides Successfully play with all the elements in Terraform Cloud Guide (https://www.terraform.io/docs/cloud/index.html). 60 days: Ability to triage and communicate to Level 1 & 2 inquiries independently Ability to provision and bootstrap Terraform Cloud/Terraform Enterprise with all the sophisticated features without assistance Ride along on 1-2 live customer debugging calls Author 1 "customer knowledge base" article from area of subject matter expertise 90 days: Ability to effectively fix and respond to a production down issue with minimal assistance Ability to take any Terraform Cloud 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 You may be a good fit for our team if you have: At least 5+ years of Support Engineering, DevOps Engineering, Software Engineering, or System Administration experience Strong preference for practitioner or production experience with Terraform OSS / Terraform Enterprise or Terraform Cloud Experience troubleshooting and resolving urgent, high-visibility technical problems Experience with scripting tool of choice to help automate re[production environments (for example, Bash, Python, PowerShell) Ability to read sophisticated code for troubleshooting and familiarity with Github Familiarity with Distributed Systems, Microservice architecture, and Containers Experience with REST APIs and command line tools Some experience in reporting or data trends (explore, zendesk, tableau etc.,) Strong written and verbal communication skills — technical writing experience a plus Well-organized, excellent work ethic, attention to detail, and self-starting Excellent problem solving, analytical, and troubleshooting skills Enthusiastic learner, motivated to progress and have an impact Interest in cloud adoption and technology at scale  #LI-LH1HashiCorp 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. For more information regarding how HashiCorp collects, uses, and manages personal information, please review our Privacy Policy.  

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