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Sr. Support Engineer - Vault team

About the team:

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 HashiCorp’s fast growing business. This highly visible position will be an

integral 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 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 high-severity 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 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 within

the Hashicorp Product Suite.

• Begin preparation for the Vault Certification Exam

• Complete Vault Certification Exam

Within 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 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 you’ll need (basic qualifications)

• 5+ years of Support Engineering experience (or comparable customer-facing technical

role), preferably for mission-critical 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, 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 (for

example, 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 new

technologies 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 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._

\#LI-Hybrid

Individual pay within the range will be determined based on job related-factors such as skills, experience, and education or training.

The base pay range for this role in the SF Bay Area / NYC area is:

$136,000—$160,000 USD

The base pay range for this role in California (excluding SF Bay Area), New York (excluding NYC), Seattle Metro, Denver / Boulder Metro, Washington D.C., or Maryland is:

$124,700—$146,700 USD

The base pay range for this role in Colorado (excluding Denver / Boulder Metro), Illinois, Minnesota, or Washington (excluding Seattle Metro) is:

$113,300—$133,300 USD

_“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 (https://www.ibm.com/us-en/privacy) _.”_