Senior Support Engineer - Terraform

Summary

Join HashiCorp's Terraform Enterprise Support Engineering team as a Sr. Support Engineer and make a direct impact on the company's growth. This role involves troubleshooting complex issues, collaborating with customers, and contributing to product development. You will work with a global, remote team, requiring excellent communication and problem-solving skills. The position is based in the Netherlands with a hybrid work model. You will be responsible for providing technical support, improving documentation, and contributing to process improvements. This is a highly visible role within the Support Engineering and Terraform Enterprise teams.

Requirements

• 5 years of Support Engineering experience (or comparable customer-facing technical role), preferably for mission-critical software
• Experience troubleshooting and resolving urgent, high-visibility technical problems
• Experience communicating clearly and effectively, both verbally and in writing
• Experience working with Enterprise customers and advocating for customer experience
• Experience with major cloud platforms, distributed systems, microservice architecture, and containers
• Experience with scripting tool of choice to help automate reproduction environments (for example, Bash, Python)
• Ability to read complex code for troubleshooting and familiarity with Github
• Experience with REST APIs and command line tools
• Possess the following attributes: Confidence, Positivity and Adaptability
• Well-organized, excellent work ethic, attention to detail, and ability to learn new technologies quickly
• Excellent problem solving, analytical, and troubleshooting skills
• Based in the Netherlands - commuting distance to Amsterdam or other major cities
• Work in-office a minimum of 1-2 times per week

Responsibilities

• Reproduce and debug customer issues by building or using existing test environments and tools
• Communicate tactfully with customers: gather info, provide diagnostic and resolution steps, convey process and product guidance
• Solve incoming technical support requests within SLA, including high-severity urgent cases
• Continuously increase knowledge and help train the team on 3rd party technologies that integrate with Vault and on new Vault features
• Identify and communicate product usage trends, bugs and feature requests at weekly product engineering meetings
• Collaborate with account managers to schedule, coordinate, and lead customer debugging calls
• Document and record all activity with customers in accordance to both internal and external security standards
• Contribute to product documentation, customer knowledge base, and best practices guides
• Continuously improve processes and tools in collaboration with the team
• Periodic on-call rotation for production-down issues
• Understanding of Terraform Enterprise and the interaction with other products within the HashiCorp Product Suite

Preferred Qualifications

• DevOps Engineering, Software Engineering, and/or System Administration experience is a huge plus
• Experience with Vault & other HashiCorp tools is a plus
• Bachelor’s degree in Computer Science or equivalent professional experience