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Sr. Support Engineer, Japan

Japan (Remote)

Sr. Support Engineer, Terraform Enterprise

About the Role

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 US 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 Manager, Support Engineering, this Sr. Support Engineer will be a key member of the Customer Success organization and will directly impact 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 contribute to product growth and development via weekly product and marketing meetings. 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. 

In this role you can expect to:

  • 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 for the team, 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.

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

 

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

  • At least 5 years of Support Engineering experience.
  • A minimum of 5 years DevOps Engineering, Software Engineering, or System Administration experience
  • Strong preference for practitioner or production experience with Terraform/Terraform Enterprise or Terraform Cloud
  • 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
  • Strong written and verbal communication skills — technical writing experience a plus
  • Well-organized, excellent work ethic, attention to detail, and self-starting
  • Experience troubleshooting and resolving urgent, high-visibility technical problems
  • Familiarity with Distributed Systems, Microservice architecture, and Containers
  • Interest in cloud adoption and technology at scale
  • Excellent problem solving, analytical, and troubleshooting skills
  • Some experience in reporting or data trends (explore, zendesk, tableau etc.,)
  • Bachelor’s degree in Computer Science, IT, Technical Writing, or equivalent professional experience.

#LI-TK1

Benefits at HashiCorp

Note: some benefits may differ from one country to another.

Medical, dental & vision

HashiCorp offers your choice of medical plans as well as dental and vision coverage for you and any dependents, including spouses, domestic partners, and children. Coverage begins upon your first day of hire.

Life & disability insurance

HashiCorp provides life insurance coverage in the amount equal to your annual salary at no cost to you. If you would like additional coverage, you have the option to enroll in voluntary life insurance for yourself or your dependents. You will also be covered under our short term and long term disability policies in the event that you are unable to work for an extended period of time due to a health condition.

Flexible spending account (FSA)

You can set aside pretax money to go towards the purchase or payment of approved health care and dependent care expenses. These can include copays, birth control, day care for children or elder adults, acupuncture, and more.

Vacation and Other Leaves

We believe in giving our employees the opportunity to recharge and refresh, and our vacation policy reflects that. Our Paid Vacation Policy offers employees 4 weeks of vacation per year. So, whether you’d like to vacation on a beach or relax at home, it’s up to you! Additionally, we offer 10 days of paid sick leave per year, bereavement leave, miscarriage leave and extended personal leave. We value your health and well-being and empower you to take ownership of your earned and well-deserved time away.

401(k)

Our 401(k) plan provides a variety of investment options to help you fund your retirement. The plan allows you to contribute a designated amount of your pre-taxed income from each paycheck thereby lowering your taxable annual income. The plan also offers employees the opportunity to enroll in Roth, and after-tax contributions.

Family Expansion Benefit

We are dedicated to supporting the needs of our employees and their families in a way that is inclusive of all family structures. That is why we’re proud to offer a Family Expansion Benefit through Carrot designed to support a variety of family expansion methods that range from Adoption to Fertility treatments, and can be customized to the needs and preferences of each individual employee.

Maternity and Parental Leave

To bond with their newborn, we provide birthing parents up to 16 weeks of paid maternity leave via short-term disability and HashiCorp’s parental leave policy. For non-birthing parents (including adoptive) we offer 8 weeks of paid parental leave.

Expanded Mental Health Support

We understand the importance of supporting our employees mental health, and are committed to doing this through a variety of resources. In addition to offering an Employee Assistance Program (EAP), we provide employees access to an on-demand behavioral healthcare benefit through Ginger.