Sr. Support Engineer - Vault team
About the team:
Location: We are seeking someone in Austin, TX and able to come into the office once a week
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.This will be a part of our Vault 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.
What you’ll do (responsibilities)
● 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.
What you’ll need (basic qualifications)
● 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
What's nice to have (preferred qualifications):
● Bachelor’s degree in Computer Science or equivalent professional experience preferredHashiCorp welcomes all qualified candidates who have authorization to work in the United States to apply - HashiCorp will not be sponsoring visas for this role at this time.
#LI-Hybrid “HashiCorp is an IBM subsidiary which has been acquired by IBM and will be integrated into the IBM organization. HashiCorp will be the hiring entity. By proceeding with this application you understand that HashiCorp will share your personal information with other IBM subsidiaries involved in your recruitment process, wherever these are located. More information on how IBM protects your personal information, including the safeguards in case of cross-border data transfer, are available here: link to IBM privacy statement.”
