Support Engineer, HashiCorp

• 2+ 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

Desirable

• 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
• 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