Sr Support Engineer II

RESPONSIBILITIES: I WANT TO DO THAT

• Act as an SME of Terraform products and escalation point within the support team.
• Act as queue monitor for low SLA or tickets that may need attention.
• Mentor TSEs on technical knowledge and process
• Attend weekly leadership meetings
• Reproduce and debug customer issues by using or building test environments and tools. 
• Act as an Incident Commander (IC) for mission-critical sev-1s for enterprise customers
• Triage and solve incoming support requests via Zendesk within SLA, including high-severity urgent cases
• Act as an escalation point for tickets that need special attention
• Serve as an escalation point for TSEs that need assistance with process or other needs
• 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 and identify ticket trending
• Collaborate with engineers, sales engineers, sales representatives, and account managers to schedule, coordinate, and lead customer debugging calls
• Contribute to product documentation, customer knowledge base, and best practices guides
• Continuously improve process and tools for normal, repetitive support tasks
• Periodic on-call rotation 

GOALS: I CAN DO THAT

30 days:

• Holistic understanding of TFE and the interaction with the TF ecosystem
• Successfully perform all common work flows within Terraform Enterprise
• One contribution to extend or improve product documentation or install guides
• Ability to answer Level 1 support inquiries with minimal assistance

60 days:

• Effectively triage and respond to Level 1 & 2 inquiries independently
• Provision and bootstrap TFE instance with low-touch from engineering
• Ride along on 1-2 live customer install calls
• Locate and unpack the customer log files. Familiarity with its contents
• Author one customer knowledge base article from area of subject matter expertise

90 days:

• Ability to effectively triage and respond to a production down issue with minimal assistance
• Ability to take on Escalation Management duties for SEV-1
• 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

REQUIREMENTS: I’VE ALREADY DONE THAT OR HAVE THAT

• At least 6+ years of Support Engineering.
• A minimum of 8+ years DevOps Engineering, Software Engineering, or System Administration experience
• Production experience with Terraform or Terraform Enterprise preferred
• 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 
• Open to work in a hybrid setup with office location as Noida 

EDUCATION:

• Bachelor’s degree in Computer Science, IT, Technical Writing, or equivalent professional experience preferred #LI-Hybrid #LI-SG1