Sr. Support Engineer

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
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
● 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 DevOps 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)