Job Information
HashiCorp Senior Support Engineer - Terraform in Melbourne, Australia
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.
Reporting to the Support Engineering Manager for Terraform OSS, you will be a key member of the Global Services and Support organization and will directly impact customer satisfaction and success. The Sr. Support engineer will triage incoming issues related to Terraform Open Source/CLI and independently work to find viable solutions. You will contribute to product growth and development via attending product meetings. You will attend customer and prospect meetings as needed to help debug or install the product and are expected to be a liaison between the customer and HashiCorp engineering. When possible, the Sr. Support Engineer will update and improve product documentation, guide feature development, and assist in implementing bug fixes based on customer needs.
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 using or building existing tooling or configuration
Attend 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
Work to respond to customer needs as and when they arise, including outside normal start and finish times of work if needed to ensure necessary levels of service, and periodic on-call rotation
Goals:
30 days: you should be able to -
- Complete first 30 days of onboarding tasks
60 days: you should be able to -
Holistic understanding of the TF ecosystem
Successfully perform all common work flows using Terraform
Be comfortable with Terraform Cloud (TFC)
Deep dive into Terraform Core/CLI
Locate, unpack and become familiar with the contents of customer log files.
Effectively search for prior similar issues within ticketing system and the knowledge base
Author one customer knowledge base article from area of subject matter expertise
90 days: you should be able to -
Consistently contribute to Knowledge Base
Run point on a live customer case without assistance
Independently find points of error and identify root cause
Contribute to product documentation
Collaborate or comment on Engineering RFCs and PRDs
Complete Terraform Certification successfully
REQUIREMENTS
5+ years Support Engineering, Software Engineering, or System Administration experience
Production experience with Terraform or Terraform Enterprise preferred
At least 3 years in a customer facing role
Development background or familiarity with debugging code
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, 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
Working knowledge and experience with major cloud providers
Expertise with containerisation, Kubernetes, Docker, Podman
Interest in cloud adoption and technology at scale
EDUCATION
- Bachelor’s degree in Computer Science, IT, Technical Writing, or equivalent professional experience
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.
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