Senior Support Engineer

Introduction

A career in IBM Software means you'll be part of a team that transforms our customer's challenges into solutions.

Seeking new possibilities and always staying curious, we are a team dedicated to creating the world's leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career.

IBM's product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.

Your role and responsibilities

As a Senior Support Engineer, you will report to the Manager of Support Engineering and the Senior Support Engineer as a key member of the Global Support & Services organization and advocate for customer satisfaction and success. You will troubleshoot complex issues related to Vault and Vault Enterprise and work to find viable solutions while maintaining detailed communication with customers and responsiveness to their needs. You will contribute to product growth and development via weekly product meetings. You will also attend customer meetings as needed to help identify, debug and resolve the customer issue and will serve as a liaison between the customer and HashiCorp engineering.

This will be a part of our Vault 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 Open Source/Enterprise teams.

What you'll do:
* 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.

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.

Required education

High School Diploma/GED

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 with scripting tool of choice to help automate reproduction environments (for example, 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

• Bachelor's degree in Computer Science or equivalent professional experience preferred
• DevOps Engineering, Software Engineering, and/or System Administration experience is a plus.
• Experience or knowledge with Vault; other HashiCorp tools is a plus.

ABOUT BUSINESS UNIT

IBM Software infuses core business operations with intelligence-from machine learning to generative AI-to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM's AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM's hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments-a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:

- Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being

- Financial programs such as 401(k), cash balance pension plan, the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs

- Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law

- Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals

- Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences

We consider qualified applicants with criminal histories, consistent with applicable law.

This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.