Sr. Support Engineer - Vault
HashiCorp is looking for a customer facing engineering professional to join itsVault Support Engineering team. This is an exciting opportunity to join a small team and have adirect impact on HashiCorp’s fast growing business. This highly visible position will be anintegral part of both the support engineering and Vault Open Source/Enterprise teams.
Location: We are seeking a candidate in the San Francisco, CA location and you must be able to come into the SF HQs 1-2 times a week
You are a fit if you thrive in a fast-paced culture that values essential communication, collaboration,constant learning, and iteration. You are a self-motivated, tactful, detail-oriented person with aninsatiable desire to learn new technology and an eye for automation, customer experience,process improvement, and efficient problem solving.Reporting to the Manager, Support Engineering, the Support Engineer will be a keymember of the Global Support & Services organization and advocate for customer satisfactionand success.
The Sr. Support Engineer will troubleshoot complex issues related to Vaultand Vault Enterprise and work to find viable solutions while maintaining detailed communicationwith customers and responsiveness to their needs. They will contribute to product growth anddevelopment via weekly product meetings. The Sr. Support Engineer will attend customermeetings as needed to help identify, debug and resolve the customer issue and will serve as aliaison between the customer and HashiCorp engineering.
In this role you can expect to:
● Reproduce and debug customer issues by building or using existing test environmentsand tools.● Communicate tactfully with customers: gather info, provide diagnostic and resolutionsteps, convey process and product guidance● Solve incoming technical support requests within SLA, including high-severity urgentcases● Continuously increase knowledge and help train the team on 3rd party technologies thatintegrate with Vault and on new Vault features● Identify and communicate product usage trends, bugs and feature requests at weeklyproduct engineering meetings● Collaborate with account managers to schedule, coordinate, and lead customerdebugging calls● Document and record all activity with customers in accordance to both internal andexternal security standards● Contribute to product documentation, customer knowledge base, and best practicesguides● Continuously improve process and tools in collaboration with the team● Periodic on-call rotation for production-down issues● Provision and bootstrap a Vault cluster without assistance.● Understanding of Vault/Vault Enterprise and the interaction with other products withinthe Hashicorp Product Suite.● Begin preparation for the Vault Certification Exam● Complete Vault Certification ExamWithin first 60 days:● Ride along on 1-2 live customer debugging calls● Effectively triage and respond to Sev 3 & Sev 4 inquiries independently.● Contribute 1 Support Knowledge Base article● Complete 10 Support Tickets with the guidance of more senior team members.● Effectively triage customer support tickets and understand the difficulty of tickets beingsubmitted● Begin working Sev 2 tickets towards the end of the first Within first 90 days:● Respond to Sev 1/production down issues with minimal assistance.● Independently find points of error and identify root cause by examining log files.● Create ongoing KB articles that will benefit all customers, 1 article per month.● Meet performance goals set by management for ticket closure per month, SLA, andCSAT.
You may be a good fit for our team if you have:
● 5+ years of Support Engineering experience (or comparable customer-facing technicalrole), preferably for mission-critical software● DevOps Engineering, Software Engineering, and/or System Administration experience isa plus● Experience or knowledge with Vault; other HashiCorp tools is a plus● Possess the following attributes: Confidence, Positivity and Adaptability.● Experience troubleshooting and resolving urgent, high-visibility technical problems● Experience communicating clearly and effectively, both verbally and in writing● Experience working with Enterprise customers and advocating for customer experience● Experience with major cloud platforms, distributed systems, microservice architecture,and containers● Experience with scripting tool of choice to help automate reproduction environments (forexample, Bash, Python)● Ability to read complex code for troubleshooting and familiarity with Github● Experience with REST APIs and command line tools● Well-organized, excellent work ethic, attention to detail, and ability to learn newtechnologies quickly● Excellent problem solving, analytical, and troubleshooting skills● Bachelor’s degree in Computer Science or equivalent professional experience preferred
