Engineer II - Vault - Customer Engineering
Engineer II - Vault - Customer Engineering
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Job Description
About the Role
The Customer Engineering team is the front line for resolving our most complex technical escalations. We are a small agile team of software engineers who dive deep into critical customer issues partner concerns and features to sustain and enhance our Vault product.
This role is a unique blend of engineering and customer advocacy. You wont just be fixing bugs; youll be a key problem-solver performing root cause analysis building tools and mentoring early-career engineers. Youll be a crucial link between our customers and our product engineering teams ensuring we deliver a phenomenal and reliable secrets management tool for businesses of all sizes.
In this role you can expect to:
An engineer in this role can expect to:
- Own the resolution of critical customer escalations working closely with our support product and engineering teams to address customer outages performance degradations and intricate technical challenges.
- Conduct deep-dive root cause analysis by recreating complex customer environments and systematically diagnosing issues to get to the core of the problem.
- Be a proactive communicator providing regular transparent status updates to all relevant stakeholders and documenting solutions and workarounds.
- Contribute directly to the Vault codebase by implementing bug fixes developing enhancements and refining the tools that improve our teams efficiency.
- Convert major issues into clear actionable backlog items for the core engineering team ensuring that customer feedback drives product improvements.
- Develop and refine troubleshooting runbooks to empower our support teams reduce duplicate escalations and help build a collective knowledge base.
- Participate in the teams mentorship mission helping to train and coach early-career engineers.
You may be a good fit for our team if:
- A natural problem-solver who is excited by the challenge of tackling our most difficult technical issues. You dont just find the solution; you find the root cause.
- A collaborative communicator who believes in sharing knowledge openly and providing clear timely updates to stakeholders.
- Passionate about building a great user experiencewhether thats through fixing a bug writing a tool to help the team or improving documentation.
- Experienced in a distributed systems environment with hands-on experience in a programming language like Go and with technologies like Kubernetes.
- Motivated by the mission of mentoring and developing others. You believe in building up the people around you and fostering a strong team environment.
- A deep understanding of security identity and secrets management concepts with hands-on experience using and operating Vault in production environments.
About the Application Process:
Please note as collaboration and communication are a critical aspect of how we work a cover letter is an extraordinary way to provide a sample of how you communicate.
If you do include a cover letter please describe why youre interested in working at HashiCorp an IBM company and what draws you to this role in particular. Specifics of your past experience that are relevant to this role are great to include too.
Individual pay within the range will be determined based on job related-factors 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 cross-border data transfer are available here: link to IBM privacy statement.
Employment Type
Full Time
