Support Engineer - Terraform Cloud

HashiCorp is looking for a high-caliber customer-facing engineering professional to join its Support Engineering team in Noida, India. This is an exciting 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 Open Source/Enterprise 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 Manager, Support Engineer, and Senior Support Engineer will be key members of the customer success organization and will directly impact customer satisfaction and success. The Support engineer will troubleshoot complex issues related to Terraform and Terraform Enterprise and independently work to find viable solutions. They will contribute to product growth and development via weekly product and marketing meetings. The 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: Triage and solve incoming support requests via Zendesk within the SLA Document and record all activity and communication with customers in accordance with both internal and external security standards Reproduce and debug customer issues by building or using existing tooling or configurations Attend weekly product engineering meetings to discuss topics 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 processes and tools for normal, repetitive support tasks Periodic on-call rotation for production-down issues Weekly days off scheduled every week on rotation on any day of the week Requirements: 4+ years Support Engineering, Software Engineering, or System Administration experience At least 5 years in a customer-facing role 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, has excellent work ethic, pays attention to detail, and is self-starting Experience managing and influencing change in organizations Strong project management skills Familiarity with Ruby on Rails Experience developing a program, script, or tool that was released or used is an advantage Strong understanding of Linux or Windows command line environments Interest in cloud adoption and technology at scale

HashiCorp, an IBM company is driven by our people and our principles which have been the foundation of everything we do since the company was founded in 2012. Join us on our journey as we work to support the world's most innovative companies as they transition to cloud and multi-cloud infrastructure through simple yet powerful workflows and automation.