Introduction
The Senior Support Engineer will be a key member of the Hashicorp Global Support organisation and advocate for customer success and satisfaction.
The Senior Support Engineer (reporting to the Manager, Support Engineering) will troubleshoot complex issues related to HashiCorp Infrastructure products (eg., Terraform) and work to find viable solutions while maintaining detailed communication with customers and responsiveness to their needs.
The Senior Support Engineer will attend customer meetings as needed to help identify, debug and resolve the customer issue and will serve as a liaison between the customer and HashiCorp engineering. They will also improve documentation, guide feature development, and build tools to support team success. This role is primarily remote, with one day a week in the office for regional collaboration and regular interaction with a global team.
Location:
This position is based in Melbourne, Australia. Applicants must be currently residing in Melbourne or able to relocate and work legally in Australia. Please note that visa sponsorship is not available for this role at this time. We encourage all qualified candidates with existing work authorization in Australia to apply.
Your Role And Responsibilities
* Reproduce, troubleshoot and resolve customer issues by building or using existing test environments and tools.
* Communicate effectively with customers: gather details, provide diagnostics, and deliver solutions within SLA.
* Collaborate with the field and engineering teams to resolve complex cases and lead debugging calls.
* Document all interactions and contribute to product documentation, knowledge base, and best practices.
* Share product trends, bugs, and feature requests with engineering teams.
* Continuously improve processes, tools, and team knowledge, including training on third-party integrations.
* Participate in on-call rotations for critical incidents
* Provide technical support to a diverse range of customers globally and within the APJ region such as Australia, New Zealand, Singapore, India and Japan to name a few.
Preferred Education
Bachelor's Degree
Required Technical And Professional Expertise
* A minimum 6 years of Support Engineering experience (or comparable customer-facing technical role), preferably for mission-critical software
* Fluent in English and Japanese
* Strong troubleshooting skills for urgent, high-visibility issues.
* Clear and effective communication (written and verbal).
* Experience with major cloud platforms, distributed systems, microservices, and containers.
* Proficiency in scripting (e.g., Bash, Python), reading code for troubleshooting and familiarity with GitHub.
* Knowledge of REST APIs and command-line tools.
* Highly organized, detail-oriented, and quick to learn new technologies.
* Excellent problem-solving and analytical skills.
Preferred Technical And Professional Experience
* Experience with Terraform & other HashiCorp tools is a plus
* Experience in DevOps, Software Engineering, and/or System Administration
* Experience in working with Enterprise customers and advocating for customer experience
* Bachelor's degree in computer science or equivalent professional experience.