Sr Support Engineer @ HashiCorp

About the Role

This role is based in SF, CA and you must be able and willing to come into the office 1-2 times a week.

You may be asked to come into the office.

Sr. Support Engineer:

HashiCorp is looking for a high-caliber customer facing engineering professional to join its Support Engineering team.This highly visible position will be an integral part of both the support engineering and Vault Community edition 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.
Sr. Support Engineer (backline) 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.

In this role you can expect to:

Specialized in reproducing and debugging customer issues by using or building test environments and tools. This is what you will be doing the majority of your time in this role.
Triage and solve incoming support requests via Zendesk within SLA, including high & urgent severity 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 Engineering, Sales engineering, Sales Representatives, and Customer Success managers to schedule, coordinate, and lead customer debugging calls.
Contribute to product documentation, customer knowledge base, and best practices guides.
Continuously improve processes and tools for normal, repetitive support tasks.
Managing cases and customer issues independently.
Performing troubleshooting work using available knowledge resources.
Replicating customer problems on local Lab in order to isolate root cause and devise solutions.
Handling all types of customer and business situations: assessing severity and impact, escalating to management when appropriate.
Clearly articulating to customers and management a problem definition and a resolution plan.
Generating articles to augment the knowledge base.
Increasing technical expertise via reading technical documentation, self-driven discovery of the product features and attending training sessions.
Mentoring, coaching or training support team members.
Performing after-hours/week-end on call duty periodically.
Fixing the complex issues with in-depth analysis of code and configurations.
Responsible for resolving the most complex customer issues.
Communicate with higher management on technical escalations with summary, challenges and next steps

30 days:

Complete HashiCorp company onboarding & training
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

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 60 days.

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.
Start working on the first escalated case with the Escalation manager.

You may be a good fit for our team if you have:

At least 5 years of Support Engineering and technical escalation experience is a plus.
A minimum of 5 years DevOps Engineering, Software Engineering, or System Administration experience
Experience with Vault is a huge plus
Possess the following attributes: Confidence, Positivity and Adaptability.
Strong written and verbal communication skills — technical writing experience a plus
Well-organized, Team player, 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
Ability to find the trend of recurring issues and overall issues of one account.
Excellent problem solving, analytical, and troubleshooting skills
Bachelor’s degree in Computer Science, IT, Technical Writing, or equivalent professional experience preferred

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—$146,700 USD

Compensation Overview

6 month growth

1 year growth

2 year growth

Benefits