Sr. Support Engineer - Vault

HashiCorp • United States, United States • 3w ago

Location: The Netherlands (commuting distance to any major city)

"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"

About the team

HashiCorp is looking for an experienced customer facing engineering professional to join its Vault Support Engineering team. This is an exciting opportunity to join a team of 9 engineers that 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 Enterprise teams. We want to work with you if you thrive in a fast-paced culture that values essential communication, collaboration, constant learning, and iteration. And 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.

Reporting to the Sr. Manager, Support Engineering, the Engineer will be a key member of the Global Support organisation and advocate for customer satisfaction and success.

This Sr. Support Engineer will troubleshoot complex issues related to Boundary 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. This 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. When possible the Sr. Support Engineer updates and improves product documentation, guides feature development, and builds tools to make the support team as a whole more successful. This position is remote and involves collaborating with a global, remote team.

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 processes and tools in collaboration with the team

Periodic on-call rotation for production-down issues

Understanding of Vault Enterprise and the interaction with other products within the HashiCorp Product Suite

What you'll need (basic qualifications)

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

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

Possess the following attributes: Confidence, Positivity and Adaptability.

Well-organized, excellent work ethic, attention to detail, and ability to learn new technologies quickly

Excellent problem solving, analytical, and troubleshooting skills

Based in the Netherlands - commuting distance to Amsterdam or other major cities

work in-office a minimum of 1-2 times per week (co-working space)

What's nice to have (preferred qualifications)

DevOps Engineering, Software Engineering, and/or System Administration experience is a huge plus

Experience with Vault & other HashiCorp tools is a plus

Bachelor's degree in Computer Science or equivalent professional experience

Your first months at HashiCorp

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 60 days.

Begin preparation for the Vault Certification Exam.

Complete Vault Certification Exam

Provision and bootstrap a Vault cluster without assistance.

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.

LI-LH1

LI-Hybrid

"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) ."

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