Senior Support Engineer, Vault
Location: Remote US
JOB DESCRIPTION: THAT’S A COOL JOB…I WANT IT
HashiCorp is looking for a high-caliber customer facing engineering professional to join its 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. You are a fit if you thrive in a fast-paced culture that values essential communication, collaboration, and results. You are a self-motivated, detail-oriented individual with an eye for automation, process improvement, and problem solving.
Reporting to the Manager, Support Engineering, the Senior Support Engineer will be a key member of the Customer Success organization and will directly impact customer satisfaction and success. The Support engineer will troubleshoot complex issues related to Vault and Vault Enterprise and independently work to find viable solutions. They will contribute to product growth and development via weekly product and marketing meetings. The Support Engineer will attend customer meetings as needed to help identify, debug and resolve the customer issue and is expected to be a liaison between the customer and HashiCorp engineering. When possible the Support Engineer will update and improve product documentation, guide feature development, and implement bug fixes based on customer feedback.
RESPONSIBILITIES: I WANT TO DO THAT
Reproduce and debug customer issues by using or building test environments and tools. This is what you do the majority of your time in this role
Triage and solve incoming support requests via Zendesk within SLA, including high-severity urgent cases
Document and record all activity and communication with customers in accordance to both internal and external security standards
Attend weekly product engineering meetings to discuss issues pertinent to support
Collaborate with engineers, sales engineers, sales representatives, and technical account managers to schedule, coordinate, and lead customer debugging calls
Contribute to product documentation, customer knowledge base, and best practices guides
Continuously improve process and tools for normal, repetitive support tasks
Periodic 24/7 on-call rotation (one week in every two months)
GOALS: I CAN DO THAT
Holistic understanding of Vault/Vault Enterprise and the interaction with other Hashicorp Product Suite
Successfully perform all common work flows within Vault
1 contribution to extend or improve product documentation or install guides
Successfully play with all the elements in Vault Guide (https://www.Vault.io/docs/guides/index.html).
Ability to effectively triage and respond to Level 1 & 2 inquiries independently
Ability to provision and bootstrap Vault Cluster with all the advanced features without assistance
Ride along on 1-2 live customer debugging calls
Author 1 customer knowledge base article from area of subject matter expertise
Ability to effectively triage and respond to a production down issue with minimal assistance
Ability to take any Vault ticket without assistance
Ability to independently find points of error and identify root cause by examining log files
Ability to create ongoing KB articles that will benefit all customers
REQUIREMENTS: I’VE ALREADY DONE THAT OR HAVE THAT
At least 5 years of Support Engineering.
A minimum of 8 years DevOps Engineering, Software Engineering, or System Administration experience
Experience with Vault is a huge plus
Strong written and verbal communication skills — technical writing experience a plus
Well-organized, excellent work ethic, attention to detail, and self-starting
Experience troubleshooting and resolving urgent, high-visibility technical problems
Familiarity with Distributed Systems, Microservice architecture, and Containers
Interest in cloud adoption and technology at scale
Excellent problem solving, analytical, and troubleshooting skills
EDUCATION: I HAVE THAT
Bachelor’s degree in Computer Science, IT, Technical Writing, or equivalent professional experience
About HashiCorp and this opportunityThis is a full-time position with a highly competitive compensation and benefits package. You will have the opportunity to work with a dynamic and ambitious team. HashiCorp is a series D start-up in San Francisco that is best known for creating a suite of software tools that help enterprise companies automate their infrastructure and helps them migrate to the cloud. HashiCorp’s software suite allows users to provision, secure and run any infrastructure for any application.
HashiCorp embraces diversity and equal opportunity. We are committed to building a team thatrepresents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, thebetter our company will be. #LI-JN1
To apply for this job please visit www.hashicorp.com.