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Support Engineer - Terraform Enterprise

HashiCorp, Remote Netherlands

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About the Job

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 highly visible 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 automation, process improvement, and problem solving. 

The Support Engineer, Terraform  will be a key member of the Customer Success organization and will directly impact customer satisfaction and success. The Support engineer will triage incoming issues related to Terraform Enterprise and independently work to find viable solutions. You will contribute to product growth and development via weekly product and marketing meetings. You will attend customer and prospect meetings as needed to help debug or install the product 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

  • 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 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 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: I CAN DO THAT

30 days: you should be able to -

  • Holistic understanding of (P)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
  • Successfully play with all the elements in the Terraform Guide (https://www.terraform.io/intro/index.html).

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
  • 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

REQUIREMENTS: I’VE ALREADY DONE THAT OR HAVE THAT

  • 3-5 years Support Engineering, Software Engineering, or System Administration experience
  • Production experience with Terraform or Terraform Enterprise
  • At least 2 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 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 
  • Must possess the right to work in Amsterdam without sponsorship.

EDUCATION: I HAVE THAT

  • Bachelor’s degree in Computer Science, IT, Technical Writing, or equivalent professional experience 

About HashiCorp and this opportunity

This is a full-time position with a highly competitive compensation and benefits package. You will have the opportunity to work with a dynamic and ambitious team. HashiCorp is a series D start-up in San Francisco that is best known for creating a suite of software tools that help enterprise companies automate their infrastructure and helps them migrate to the cloud. HashiCorp’s software suite allows users to provision, secure and run any infrastructure for any application.

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-JN1

About HashiCorp

HashiCorp is a company based in San Francisco that solves development, operations, and security challenges in infrastructure so organizations can focus on business-critical tasks. Who We Are HashiCorp was founded by Mitchell Hashimoto and Armon Dadgar in 2012 with the goal of revolutionizing datacenter management: application development, delivery, and maintenance. The datacenter of today is very different than the datacenter of yesterday, and we think the datacenter of tomorrow is just around the corner. We're writing software to take you all the way from yesterday to today, and then safely to tomorrow and beyond. Physical, virtual, containers. Private cloud, public cloud, hybrid cloud. IaaS, PaaS, SaaS. Windows, Linux, Mac. These are just some of the choices faced when architecting a datacenter of today. And the choice is not one or the other; instead, it is often a combination of many of these. HashiCorp builds tools to ease these decisions by presenting solutions that span the gaps. Our tools manage both physical machines and virtual machines, Windows, and Linux, SaaS and IaaS, etc. And we're committed to supporting next-generation technologies, as well. HashiCorp was founded and continues to be run by the primary authors of all our core technologies powering thousands of companies worldwide. We speak at conferences and write books related to application and infrastructure management. All our foundational technologies are open source and developed openly, and have been since 2010.

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