Remote Senior Support Engineer

Summary

Join HashiCorp's Vault Support Engineering team as a Senior Support Engineer and contribute to product growth, development, and customer satisfaction.

Requirements

• Minimum seven years of Support Engineering experience (or comparable customer-facing technical role), preferably for mission-critical software
• Must have experience with HashiCorp Vault & Kubernetes
• DevOps Engineering and/or System Administration, Openshift experience is a huge 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, microservices 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 ethics, 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
• Become an SME and serve as an escalation path for junior engineers providing guidance and assistance to troubleshoot issues
• Work to respond to customer needs as and when they arise, including outside normal start and finish times of work if needed to ensure necessary levels of service
• Develop and deliver training materials and workshops to improve productivity
• Participate in onboarding buddy program to mentor junior engineers
• 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

Benefits

This position is remote