Sr. Support Engineer - Vault team
About the team :
Location : We are seeking a candidate in the San Francisco, CA or Austin, TX location and you must be able to come into the SF HQs Or Austin office 1-2 times a week.
If in the Austin, TX location we ask that you cover PST (10am - 7pm shift)
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 resolutionsteps, convey process and product guidance
Solve incoming technical support requests within SLA, including high-severity urgentcases
Continuously increase knowledge and help train the team on 3rd party technologies thatintegrate with Vault and on new Vault features
Identify and communicate product usage trends, bugs and feature requests at weeklyproduct engineering meetings
Collaborate with account managers to schedule, coordinate, and lead customerdebugging calls
Document and record all activity with customers in accordance to both internal andexternal security standards
Contribute to product documentation, customer knowledge base, and best practicesguides
Continuously improve process and tools in collaboration with the teamPeriodic on-call rotation for production-down issuesProvision and bootstrap a Vault cluster without assistance.Understanding of Vault / Vault Enterprise and the interaction with other products withinthe Hashicorp Product Suite.
Begin preparation for the Vault Certification ExamComplete Vault Certification ExamWithin first 60 days :
Ride along on 1-2 live customer debugging callsEffectively triage and respond to Sev 3 & Sev 4 inquiries independently.Contribute 1 Support Knowledge Base articleComplete 10 Support Tickets with the guidance of more senior team members.Effectively triage customer support tickets and understand the difficulty of tickets beingsubmitted
Begin working Sev 2 tickets towards the end of the firstWithin 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, andCSAT.
What you'll need (basic qualifications)
5 years of Support Engineering experience (or comparable customer-facing technicalrole), preferably for mission-critical software
DevOps Engineering, Software Engineering, and / or System Administration experience isa plus
Experience or knowledge with Vault; other HashiCorp tools is a plusPossess the following attributes : Confidence, Positivity and Adaptability.Experience troubleshooting and resolving urgent, high-visibility technical problemsExperience communicating clearly and effectively, both verbally and in writingExperience working with Enterprise customers and advocating for customer experienceExperience with major cloud platforms, distributed systems, microservice architecture,and containers
Experience with scripting tool of choice to help automate reproduction environments (forexample, Bash, Python)
Ability to read complex code for troubleshooting and familiarity with GithubExperience with REST APIs and command line toolsWell-organized, excellent work ethic, attention to detail, and ability to learn newtechnologies quickly
Excellent problem solving, analytical, and troubleshooting skillsWhat's nice to have (preferred qualifications) :
Bachelor's degree in Computer Science or equivalent professional experience preferredLI-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 is :
136,000 - $160,000 USD
The base pay range for this role in California, excluding the SF Bay Area, is :
124,700 - $148,000 USD
Salary : $124,700 - $148,000
