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Introduction

A career in IBM Software means you'll be part of a team that transforms our customer's challenges into industry-leading solutions. We are an infinitely curious team, always seeking new possibilities, and dedicated to creating the world's leading AI-powered, cloud-native software solutions. Our renowned legacy creates endless global opportunities for our network of IBMers. We are a team of deep product experts, ensuring exceptional client experiences, with a focus on delivery, excellence, and obsession over customer outcomes. This position involves contributing to HashiCorp's offerings, now part of IBM, which empower organizations to automate and secure multi-cloud and hybrid environments. You will join a team managing the lifecycle of infrastructure and security, enhancing IBM's cloud solutions to ensure enterprises achieve efficiency, security, and scalability in their cloud journey.

Your role and responsibilities

Reporting to the Manager, Support Engineering, the Senior 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 Senior 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.

Required technical and professional expertise

* Hands on experience in Support Engineering (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

Preferred technical and professional experience

* Bachelor’s degree in Computer Science or equivalent professional experience preferred

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.