Senior Designated Support Engineer, HashiCorp

• You are a fit if you thrive in a fast-paced culture that values essential communication, collaboration, constant learning, and iteration
• You are a self-motivated, tactful, detail-oriented person with an insatiable desire to learn new technology and an eye for automation, customer experience, process improvement, and efficient problem solving
• 5 + years of Support Engineering experience (or comparable customer-facing technical role), preferably for mission-critical software
• 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
• 2+ years Production experience with Vault
• DevOps Engineering, Software Engineering, and/or System Administration experience
• Expertise in Open Source and SaaS is a major advantage
• Docker and Kubernetes as a plus
• Familiarity with Ruby on Rails, Ember.js, Bash, or Go
• Expert level knowledge of PostgreSQL Databases a plus
• Ability to read complex code for troubleshooting and familiarity with GitHub

Desirable

• As Sr. Support Engineer you will troubleshoot complex issues related to Vault and work to find viable solutions while maintaining detailed communication with customers and responsiveness to their needs
• As our designated Senior Support Engineer you will grow and maintain detailed knowledge and familiarity with Strategic customers’ environments, configurations, and use cases. You will contribute to product growth and development via attending product meetings
• The Senior Support Engineer will attend customer meetings as needed to help identify, debug, and resolve customer issues and will serve as a liaison between the customer and HashiCorp engineering. When possible, the Senior Support Engineer will update and improve product documentation, guide feature development, and build tools to make the support team as a whole more successful
• Provide the highest level of customer service and technical support to specific named accounts
• Reproduce and debug customer issues by building or using existing test environments and tools
• Be effective at troubleshooting external services such as networking, storage, memory or OS level operations
• 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 from both a general queue or from specific named accounts
• Continuously increase knowledge and achieve Subject Matter Expert (SME) level knowledge of the product
• Proactively learn and document customer environment, configuration and use case details
• Participate in high-level sync calls with customers as needed
• 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 with both internal and external security standards
• Contribute to product documentation and customer knowledge base
• Continuously improve process and tools in collaboration with the team
• Periodic on-call rotation for production-down issues
• Please note this role is offered on an initial 12 month fixed contract, which can be made permanent on successful completion of the initial 12 months