Support Engineer
Support Engineer
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1 Vacancy
Job Description
Support Engineer Vault team
About the team:
Location: We are seeking someone in Austin TX or San Francisco CA and able to come into the office once a week
Reporting to the Manager Support Engineering the Support Engineer will be a key
member of the Global Support & Services organization and advocate for customer satisfaction
and success. The Sr. Support Engineer will troubleshoot complex issues related to Vault
and Vault Enterprise and work to find viable solutions while maintaining detailed communication
with customers and responsiveness to their needs. They will contribute to product growth and
development via weekly product meetings. The Sr. 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.
This will be a part of our Vault Support Engineering team. This is an exciting opportunity to join a small team and have a
direct impact on HashiCorps fast growing business. This highly visible position will be an
integral part of both the support engineering and Vault Open Source/Enterprise teams.
What youll do (responsibilities)
Reproduce and debug customer issues by building or using existing test environments
and tools.
Communicate tactfully with customers: gather info provide diagnostic and resolution
steps convey process and product guidance
Solve incoming technical support requests within SLA including highseverity urgent
cases
Continuously increase knowledge and help train the team on 3rd party technologies that
integrate with Vault and on new Vault features
Identify and communicate product usage trends bugs and feature requests at weekly
product engineering meetings
Collaborate with account managers to schedule coordinate and lead customer
debugging calls
Document and record all activity with customers in accordance to both internal and
external security standards
Contribute to product documentation customer knowledge base and best practices
guides
Continuously improve process and tools in collaboration with the team
Periodic oncall rotation for productiondown issues
Provision and bootstrap a Vault cluster without assistance.
Understanding of Vault/Vault Enterprise and the interaction with other products within
the Hashicorp Product Suite.
Begin preparation for the Vault Certification Exam
Complete Vault Certification Exam
Within first 60 days:
Ride along on 12 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 being
submitted
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 and
CSAT.
What youll need (basic qualifications)
2 years of Support Engineering experience (or comparable customerfacing technical
role) preferably for missioncritical software
DevOps Engineering Software Engineering and/or System Administration experience is
a 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 highvisibility 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 (for
example Bash Python)
Ability to read complex code for troubleshooting and familiarity with Github
Experience with REST APIs and command line tools
Wellorganized excellent work ethic attention to detail and ability to learn new
technologies quickly
Excellent problem solving analytical and troubleshooting skills
Whats nice to have (preferred qualifications):
Bachelors degree in Computer Science or equivalent professional experience preferred
HashiCorp 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.
#LIHybrid
Individual pay within the range will be determined based on job relatedfactors such as skills experience and education or training.
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 crossborder data transfer are available here: link to IBM privacy statement.
Employment Type
Full Time
