Support Engineer (Vault)

Sr. Support Engineer (Vault)

About the Role

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 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 Senior Manager, Support Engineering, the Senior Support Engineer - Vault Backline will be a key member of the Support Engineering 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 meetings with engineering. 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.

• You MUST be located in the NCR region, and be able to come into the BPTP Capital City, Noida office minimum 2 days per week.

In this role you can expect to:

• 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/bi-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 on-call rotation for Secure Backline
• Tickets/Escalations/On-call Support for Sev1/Sev0s : The Backline team is not necessarily an escalation team but will help out with technical escalations as needed instead of handling all commercial escalations like most of the traditional escalation teams. Backline needs to help out with any complex tickets where the troubleshooting methods are exhausted OR Core TSEs needs a second set of eyes to work on complex issues
• Mentoring: All new hires will be initially onboarded by the Backline team and involve a team member from the Core team based on the new hire’s requirements. Weekly 1-1s will be scheduled with the new hire and will focus on making them comfortable, familiar with the workflows/processes, and providing technical assistance as needed. Milestones will be reviewed and guidance will be provided to help overcome any roadblocks in meeting them
• Training/Release readiness: Work on delivering one training per month as a team goal and also work with the team on “Bring Your Questions” sessions and drive them effectively. Also, assist on release readiness planning and deliverables.
• Knowledge Sharing: Work on SOP/Troubleshooting guides/Restoration procedures that would help reduce MTTR.
• Tooling: Reproductions/Adoption of Tool/Scripts needs to be built by Backline or work with the QTI team on it.
• Interface with Engineering: Able to represent Vault team with engineering on escalations, bug triage and development sync meetings etc.
• Process improvement: Improve processes for Vault team to reduce MTTR and also to enable team with reduction in blockers for efficiency.
• Communication: Able to deliver global communication on Known issue alerts and work closely with other regions on initiatives.
• Continuous self technical improvement that will enhance competency levels that also include certifications.

30 days:

• Provision and bootstrap a Vault cluster without assistance.
• Holistic understanding of Vault/Vault Enterprise and the interaction with other products within the Hashicorp Product Suite.
• Begin preparation for the Vault Certification Exam.
• Complete the Vault Certification Exam

60 days:

• Ride along on 1-2 live customer debugging calls
• Effectively triage and respond to all severity inquiries independently.
• Contribute to Support 1 Knowledge Base articles.
• 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 on 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 preparing for Vault Professional Certification and try to acquire it within the probation period.

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

• 6+ years of DevOps Engineering, Software Engineering, or System Administration experience.
• 3+ years of experience in product support engineering.
• Strong customer management skills and enterprise-level support experience.
• Experience with scripting tools of choice to help automate the reproduction environments (E.g. Bash or Terraform)
• Ability to read complex code for troubleshooting and familiarity with Github.
• Experience with REST APIs and command line tools. (E.g. Postman, Shell etc.)
• Experience in troubleshooting and resolving urgent, high-visibility technical problems in alignment with internal processes.
• Proficient in working within Linux-based environments.
• Experience in authentication protocols such as OIDC , LDAP , AD and Kerberos etc.
• Experience with Cloud providers (AWS, Azure, GCP) & cloud native landscapes
• Basic understanding of RDB & no-SQL type databases
• Security inclined with an interest in identity, access & secrets management.
• Experience in basic network troubleshooting and commands.
• Strong understanding of Docker and Kubernetes.
• Good understanding of SSL/TLS and OpenSSH.
• Good understanding of Linux environment and commands for effective troubleshooting and log analysis.
• Experience with Vault Enterprise is a huge plus.
• Experience with GoLang is preferred.
• Certification in HashiCorp Vault Associate or equivalent knowledge would be a plus.
• Administrator level certification in Azure , Aws , GCP or Kubernetes would be a plus.
• Well organized, zeal to learn, excellent work ethic, attention to detail, self driven and motivated with the ability to deliver technical sessions whenever there is a need.
• Strong written and verbal communication skills. (Technical writing experience is a plus).
• Bachelor’s degree in Computer Science 'or' IT, Technical Writing, or equivalent professional experience.

HashiCorp embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our company will be.

#LI-Hybrid

“HashiCorp is an IBM subsidiary which has been acquired by IBM and will be integrated into the IBM organization. HashiCorp will be the hiring entity. By proceeding with this application you understand that HashiCorp will share your personal information with other IBM subsidiaries involved in your recruitment process, wherever these are located. More information on how IBM protects your personal information, including the safeguards in case of cross-border data transfer, are available here: link to IBM privacy statement.”