Support Engineer

 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 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 building or using existing tooling or configurations

Collaborate with engineers, sales engineers, sales representatives, and technical account managers to schedule, coordinate, and lead customer installs or debugging calls

Contribute to create knowledge base articles, and best practices guides

Continuously improve process 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 daysyou 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 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

 60 daysyou 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 daysyou 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

Required education Bachelor's Degree Required technical and professional expertise

4+ years Support Engineering, Software Engineering, or System Administration experience

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

Working knowledge with Docker, Kubernetes

Familiar with networking concept

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

Preferred technical and professional experience Familiarity with IBM and HashiCorp products and services