Job Description

Overview

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A career in IBM Software means you'll be part of a team that transforms our customer's challenges into industry-leading solutions. We are an infinitely curious team, always seeking new possibilities, and dedicated to creating the world's leading AI-powered, cloud-native software solutions. Our renowned legacy creates endless global opportunities for our network of IBMers. We are a team of deep product experts, ensuring exceptional client experiences, with a focus on delivery, excellence, and obsession over customer outcomes. This position involves contributing to HashiCorp's offerings, now part of IBM, which empower organizations to automate and secure multi-cloud and hybrid environments. You will join a team managing the lifecycle of infrastructure and security, enhancing IBM's cloud solutions to ensure enterprises achieve efficiency, security, and scalability in their cloud journey.

Your Role And Responsibilities

Location: We are seeking someone in Austin, TX, or SF, CA and able to come into the office once a week

Reporting to the Manager, Designated Support Engineering, the Sr. Support Engineer will be a key member of the Global Support & Services organization and advocate for customer satisfaction and success. They will troubleshoot complex issues related to Vault Enterprise and work to find viable solutions while maintaining detailed communication with customers and responsiveness to their needs.

The Senior Support Engineer will grow and maintain detailed knowledge and familiarity with Designated customers environments, configurations, and use cases. They will attend regular customer meetings as part of the Designated Support Program to proactively address support needs and identify, debug and resolve issues. The Sr. Support Engineer in this role works closely with customer account teams to provide a comprehensive customer experience, and serves as a liaison between the customer and HashiCorp engineering.

This position is a part of our Vault Designated Support Engineering team in North America. This is an exciting opportunity to have a direct impact on HashiCorps fast-growing business and work with some of our largest and most critical customers.

• 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
• Attend regular customer sync calls with account team
• 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 The 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 The 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.

Education and Experience

Preferred Education
Bachelor's Degree

Required Technical And Professional Expertise

• Hands on experience in Support Engineering (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 scripting tool of choice to help automate reproduction environments (e.g., Bash, Python)
• Experience with major cloud platforms, distributed systems, microservice architecture, and containers
• Ability to read complex code for troubleshooting and familiarity with Github
• Experience with REST APIs and command line tools

Preferred Technical And Professional Experience

• Bachelors degree in Computer Science or equivalent professional experience preferred
• DevOps Engineering, Software Engineering, and/or System Administration experience
• Experience or knowledge with Vault; other HashiCorp tools
• Experience working and collaborating with Sales/Field personnel
• Well-organized, excellent work ethic, attention to detail, and ability to learn new technologies quickly
• Excellent problem-solving, analytical, and troubleshooting skills

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