Sr. Support Engineer - Terraform

Location: The Netherlands (commuting distance to any major city)

“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”

About the team

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. 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.

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.

What you’ll do (responsibilities)

• 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

What you’ll need (basic qualifications):

• 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

What's nice to have (preferred qualifications):

• Strong preference for practitioner or production experience with Terraform, Terraform Enterprise or HCP Terraform
• Experience with scripting tool of choice to help automate reproduction environments (for example, Bash, Python, PowerShell)
• Ability to read sophisticated code (Go) for troubleshooting and familiarity with Github
• Experience with REST APIs and command line tools
• Familiarity with Distributed Systems, Microservice Architecture, and Containers
• Some experience in reporting or data trends (explore, zendesk, tableau etc.,)

Your first 90 days at HashiCorp

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

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