Sr. Support Engineer

Sr. Support Engineer

Requirements

• 5+ years of Support Engineering experience (or comparable customer-facing technical role), preferably for mission-critical software
• Experience or knowledge with Vault; other HashiCorp tools is a plus
• 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

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 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.

Preferred Qualifications

• Bachelor’s degree in Computer Science or equivalent professional experience preferred