Senior Support Engineer, HashiCorp

• You are a fit if you thrive in a fast-paced culture that values essential communication, collaboration, and results
• This person is a self-motivated, detailed individual with an eye for communication, automation, process improvement, and problem solving
• At least 5 years of Support Engineering experience
• A minimum of 5 years DevOps Engineering, Software Engineering, or System Administration experience
• Strong written and verbal communication skills — technical writing experience a plus
• Well-organised, excellent work ethic, attention to detail, and self-starting
• Experience troubleshooting and resolving urgent, high-visibility technical problems
• Interest in cloud adoption and technology at scale
• Excellent problem solving, analytical, and troubleshooting skills
• Bachelor’s degree in Computer Science, IT, Technical Writing, or equivalent professional experience
• Based in the Netherlands - commuting distance to Amsterdam or other major cities

Desirable

• Please note this role is offered on an initial 12 month fixed contract, which can be made permanent on successful completion of the initial 12 months
• HashiCorp is looking for a high-caliber customer facing engineering professional to join its Support Engineering team as a Sr Support Engineer for Terraform Enterprise products for the Netherlands based team
• This is an exciting opportunity to join a fast paced high-volume team and have a direct impact on HashiCorp’s growing business
• This highly visible position will be an integral part of both the support engineering and Terraform Enterprise teams
• Reporting to the Sr Manager, Support Engineering, this Sr Support Engineer will be a key member of the Global Support organisation and advocate for customer satisfaction and success
• This individual will solve sophisticated issues related to Terraform and Terraform Enterprise and independently work to find viable solutions
• They will attend customer meetings as needed to help identify, debug and resolve customer issues and are expected to be a liaison between the customer and HashiCorp engineering
• Reproduce and debug customer issues by using or building test environments and tools
• Daily queue management for the team, ensuring all tickets are assigned and SLAs met
• Manage all incoming SEV-1s or handoffs to US time zone, ensure the on-call Support Engineer has support while troubleshooting and updates to leadership are provided as necessary
• Ensure smooth handoffs of all pertinent tickets between time zones
• Collaborate as one team with all global teams
• 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
• Collaborate with engineers, sales engineers, sales representatives, and customer success to follow up on customer issues, ensuring the troubleshooting process moves smoothly
• Contribute to product documentation, customer knowledge base, and best practices guides
• Work on reporting and trending to help determine areas of improvement, training and product revision
• Continuously improve process and tools for normal, repetitive support tasks
• On-call escalation point for the team
• Work in-office a minimum of 1-3 times per week, depending upon your work location
• 30 days:
• Holistic understanding of Terraform/Terraform Enterprise and the interaction with other HashiCorp Product Suite
• Successfully perform all common work flows within Terraform Enterprise
• 1 contribution to extend or improve product documentation or install guides
• Successfully play with all the elements in Terraform Guide (https://www.terraform.io/docs/enterprise/index.html)
• 60 days:
• Ability to triage and communicate to Level 1 & 2 inquiries independently
• Ability to provision and bootstrap Terraform/Terraform Enterprise with all the sophisticated features without assistance
• Ride along on 1-2 live customer debugging calls
• Author 1 "customer knowledge base" article from area of subject matter expertise
• Understanding of internal processes and communication flow
• Ability to effectively communicate proactively with Leadership
• 90 days:
• Ability to effectively fix 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
• Ability to effectively manage incoming SEV-1s independently
• Ability to manage the ticket queue
• Successfully pass the Terraform Certification Exam