Job
Description
About the Role
HashiCorp is looking for a high-caliber customer facing engineering professional to join its Support Engineering team in Noida, India. 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. You are a self-motivated, detail-oriented individual with an eye for automation, process improvement, and problem solving.Reporting to the Manager, Support Engineering, the Support Engineer will be a key member of the Customer Success organization and will directly impact customer satisfaction and success. The Support engineer will troubleshoot complex issues related to 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 SLADocument and record all activity and communication with customers in accordance to both internal and external security standardsReproduce and debug customer issues by building or using existing tooling or configurationsCollaborate with engineers, sales engineers, sales representatives, and technical account managers to schedule, coordinate, and lead customer installs or debugging callsContribute to create knowledge base articles, and best practices guidesContinuously improve process and tools for normal, repetitive support tasksPeriodic on-call rotation for production-down issuesWeekly days off scheduled every week on rotation on any day of the week
Goals :
30 daysyou should be able to -
Write a simple TF configuration and apply it in TFE to deploy infrastructureHolistic understanding of (P)TFE and the interaction with the TF ecosystemSuccessfully perform all common work flows within Terraform EnterpriseOne contribution to extend or improve product documentation or install guidesAbility to answer Level 1 support inquiries with minimal assistance
60 daysyou should be able to -
Effectively triage and respond to Level 1 & 2 inquiries independentlyProvision and bootstrap (P)TFE instance with low-touch from engineeringRide along on 1-2 live customer install callsLocate and unpack the customer log files. Familiarity with its contentsApply TF configurations to deploy infrastructure in AWS, Azure, and Google CloudAuthor one customer knowledge base article from area of subject matter expertise
90 daysyou should be able to -
Effectively triage and respond to a production down issue with minimal assistanceRun point on a live customer install without assistanceIndependently find points of error and identify root cause in the customer log files and report relevant details to engineeringImplement small bug fixes or feature improvementsReproduce a TF bug or error by creating a suitable configuration
Required education Bachelor's Degree Required technical and professional expertise 4+ years Support Engineering, Software Engineering, or System Administration experienceExpertise in Open Source and SaaS is a major advantageExcellent presence; strong written and verbal communication skillsUpbeat, passionate, and unparalleled customer focusWell-organized, has excellent work ethic, pays attention to detail, and self-startingExperience managing and influencing change in organizationsWorking knowledge with Docker, KubernetesFamiliar with networking conceptExperience developing a program, script, or tool that was released or used is an advantageStrong understanding of Linux or Windows command line environmentsInterest in cloud adoption and technology at scale
Preferred technical and professional experience Familiarity with IBM and HashiCorp products and services