Support Engineer - Terraform Cloud

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

Goals:

30 days: you should be able to -

• Write a simple TF configuration and apply it in TFE to deploy infrastructure
• Holistic understanding of (P)TFE and the interaction with the TF ecosystem
• Successfully perform all common workflows 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: you should be able to -

• Effectively triage and respond to Level 1 & 2 inquiries independently
• Provision and bootstrap (P)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
• Apply TF configurations to deploy infrastructure in AWS, Azure, and Google Cloud
• Author one customer knowledge base article from area of subject matter expertise

90 days: you should be able to -

• Effectively triage and respond to a production down issue with minimal assistance
• Run point on a live customer install without assistance
• Independently find points of error and identify root cause in the customer log files and report relevant details to engineering
• Implement small bug fixes or feature improvements
• Reproduce a TF bug or error by creating a suitable configuration

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 

EDUCATION

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