Sr. Support Engineer
3 weeks ago
Support Engineer role with one of the leading companies in AU right now -- Hashi Corp -- with an amazing team.
They are continuing to grow rapidly.
This is the chance to join right as the takes off.
More About the Role at Hashi Corp **Senior Support Engineer, Terraform** **About the Job** Hashi Corp is looking for a high-caliber customer facing engineering professional to join its Support Engineering team.
This highly visible position will be an integral part of both the support engineering and Terraform Enterprise team.
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, Terraform Enterprise Support Engineering, the Sr.
Support Engineer will be a key member of the Global Support organization and will directly impact customer satisfaction and success.
The Sr.
Support engineer will troubleshoot complex issues related to Terraform and Terraform Enterprise and independently work to find viable solutions.
This individual will be responsible for assisting to manage Severity 1 issues at a critical level for Enterprise customers, both on a technical and customer service level.
They will also help manage the root cause analysis and retrospective process with cross-functional stakeholders.
The Sr.
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 Hashi Corp 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** ● Act as an SME of Terraform products and escalation point within the support team.
● Act as queue monitor for low SLA or ticket that may need attention ● Mentor TSEs on technical knowledge and process ● Reproduce and debug customer issues by using or building test environments and tools.
● Triage and solve incoming support requests via Zendesk within SLA, including high-severity urgent cases ● Act as an escalation point for tickets that need special attention ● Serve as an escalation point for TSEs that need assistance with process or other need ● Document and record all activity and communication with customers in accordance to both internal and external security standards ● Attend product engineering meetings to discuss issues pertinent to support and identify ticket trending ● Collaborate with engineers, sales engineers, sales representatives, and account managers to schedule, coordinate, and lead customer debugging calls ● Contribute to product documentation, customer knowledge base, and best practices guides ● Continuously improve process and tools for normal, repetitive support tasks ● Periodic on-call rotation **GOALS: I CAN DO THAT** 30 days: ● Holistic understanding of 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 days: ● Effectively triage and respond to Level 1 & 2 inquiries independently ● Provision and bootstrap TFE instance with low-touch from engineering ● Ride along on 1-2 live customer support 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: ● Ability to effectively triage and respond to a production down issue with minimal assistance ● Ability to take any Terraform 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 **REQUIREMENTS: I'VE ALREADY DONE THAT OR HAVE THAT** ● At least 6+ years of Support Engineering ● A minimum of 8+ years Dev Ops Engineering, Software Engineering, or System Administration experience ● Experience with Terraform ● Relevant experience with major cloud providers ● Strong written and verbal communication skills — technical writing experience a plus ● Well-organized, excellent work ethic, attention to detail, and self-starting ● Experience troubleshooting and resolving urgent, high-visibility technical problems ● Experience with Distributed Systems, Microservice architecture, and Containers ● Interest in cloud adoption and technology at scale ● Excellent problem solving, analytical, and troubleshooting skills **EDUCATION:** ● Bachelor's degree in Computer Science, IT, Technical Writing, or equivalent professional experience preferred ● Japanese speaking would be beneficial (Optional Requirement) If you don't think you're a perfect fit, you should still sign up to Hatch and create a profile, we'll match you to other roles that suit your profile.
Hatch exists to level the playing field for people as they discover a career that's right for them.
We model this in our hiring process for our partners like Hashi Corp.
Applying here is the first step in the hiring process for this role at Hashi Corp.
We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors.
To put it simply, Hatch is for everyone.
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