Senior Support Engineer

2 weeks ago

San Francisco, California, United States HashiCorp Full time
About the Role

HashiCorp is seeking a highly skilled customer-facing engineering professional to join its Support Engineering team as a Senior Support Engineer - Vault Backline. This is an exciting opportunity to join a small team and have a direct impact on HashiCorp's fast-growing business.

The successful candidate will be an integral part of both the support engineering and Vault Enterprise teams, troubleshooting complex issues related to Vault and Vault Enterprise, and independently working to find viable solutions. They will contribute to product growth and development via weekly product and marketing meetings, attend customer meetings as needed, and update and improve product documentation.

The ideal candidate will have 5 years of Support Engineering experience, 5 years of DevOps Engineering, Software Engineering, or System Administration experience, and experience with Vault. They will also have strong written and verbal communication skills, be well-organized, and have excellent work ethic, attention to detail, and self-starting abilities.

The base pay range for this role in the SF Bay Area is $136,000—$160,000 USD, and in California, excluding the SF Bay Area, is $124,700—$146,700 USD.

Key Responsibilities
  • Reproduce and debug customer issues by using or building test environments and tools.
  • 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 with both internal and external security standards.
  • Attend 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 24/7 on-call rotation for NA 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.
  • 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.
Requirements
  • 5 years of Support Engineering experience.
  • 5 years of DevOps Engineering, Software Engineering, or System Administration experience.
  • Experience with Vault is a huge plus.
  • Experience with scripting tool of choice to help automate reproduction environments (for example, Bash, Python, PowerShell).
  • Ability to read complex code for troubleshooting and familiarity with Github.
  • Experience with REST APIs and command line tools.
  • Strong written and verbal communication skills — technical writing experience a plus.
  • Well-organized, 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.
  • Excellent problem-solving, analytical, and troubleshooting skills.

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