Overview
On Site
Full Time
Skills
Research
Reporting
Customer Satisfaction
Communication
Open Source
Product Engineering
Documentation
ProVision
Bootstrap
Debugging
Customer Support
ROOT
Knowledge Base
Management
SLA
Technical Support
Customer Facing
DevOps
Software Engineering
System Administration
Adaptability
Writing
Customer Experience
Microservices
Scripting
Bash
Python
GitHub
Command-line Interface
Organized
Work Ethic
Attention To Detail
Conflict Resolution
Problem Solving
Analytical Skill
Computer Science
Authorization
Business Operations
Machine Learning (ML)
Generative Artificial Intelligence (AI)
Software Modernization
Sustainability
Data Centers
Innovation
Collaboration
Science
Cloud Computing
IBM SmartCloud
Artificial Intelligence
Blockchain
Genetics
IBM
Regulatory Compliance
Immigration
Job Details
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
Reporting to the Manager, Support Engineering, the Support Engineer will be a key member of the Global Support & Services organization and advocate for customer satisfaction and success. The Sr. Support Engineer 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. They will contribute to product growth and development via weekly product meetings. The Sr. Support Engineer will 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 (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.
Required education
Bachelor's Degree
Preferred education
Bachelor's Degree
Required technical and professional expertise
5+ years of Support Engineering experience (or comparable customer-facing technical role), preferably for mission-critical software
DevOps Engineering, Software Engineering, and/or System Administration experience is a plus
Experience or knowledge with Vault; other HashiCorp tools is a plus
Possess the following attributes: Confidence, Positivity and Adaptability.
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
Preferred technical and professional experience
Bachelor's degree in Computer Science or equivalent professional experience preferred
HashiCorp welcomes all qualified candidates who have authorization to work in the United States to apply - HashiCorp will not be sponsoring visas for this role at this time.
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 50 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, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
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
Reporting to the Manager, Support Engineering, the Support Engineer will be a key member of the Global Support & Services organization and advocate for customer satisfaction and success. The Sr. Support Engineer 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. They will contribute to product growth and development via weekly product meetings. The Sr. Support Engineer will 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 (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.
Required education
Bachelor's Degree
Preferred education
Bachelor's Degree
Required technical and professional expertise
5+ years of Support Engineering experience (or comparable customer-facing technical role), preferably for mission-critical software
DevOps Engineering, Software Engineering, and/or System Administration experience is a plus
Experience or knowledge with Vault; other HashiCorp tools is a plus
Possess the following attributes: Confidence, Positivity and Adaptability.
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
Preferred technical and professional experience
Bachelor's degree in Computer Science or equivalent professional experience preferred
HashiCorp welcomes all qualified candidates who have authorization to work in the United States to apply - HashiCorp will not be sponsoring visas for this role at this time.
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 50 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, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.