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.

　　We are looking for candidates in Melbourne, Victoria. Hybrid role

　　In this role, you can expect to:

　　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

　　Periodic on-call rotation

　　Goals:

　　30 days: you should be able to -

　　Complete first 30 days of onboarding tasks60 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

　　You may be a good fit for our team if you have:

　　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

　　Interest in cloud adoption and technology at scale

　　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.

　　#LI-Hybrid