Sr. Support Engineer

Company: HashiCorp, Inc.
Location: San Francisco
Posted on: March 29, 2025

Job Description:

ApplyAbout the team:Location: We are seeking a candidate in the San Francisco, CA or Austin, TX location and you must be able to come into the SF HQs or Austin office 1-2 times a week.If in the Austin, TX location we ask that you cover PST (10am - 7pm shift)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.What you'll need (basic qualifications)
• 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.What's nice to have (preferred qualifications):--- Bachelor's degree in Computer Science or equivalent professional experience preferred#LI-HybridIndividual pay within the range will be determined based on job related-factors such as skills, experience, and education or training.$136,000 - $160,000 USDApplyLife at HashiCorpHashiCorp is driven by our people and our principles which have been the foundation of everything we do since the company was founded in 2012. Join us on our journey as we work to support the world's most innovative companies as they transition to cloud and multi-cloud infrastructure through simple yet powerful workflows and automation.At HashiCorp, we build the infrastructure that enables innovation. Our suite of multi-cloud infrastructure automation products are the underpinnings of the largest enterprises in the world, who rely on our solutions to provision, secure, connect, and run their critical applications to deliver crucial services, communications tools, and entertainment platforms to the world. We're building a once-in-a-generation infrastructure company with a unique approach rather than focusing on specific technologies, and we build products and solutions that support real-world workflows spanning the multiple cloud environments that nearly every organization worldwide is using today.HashiCorp is proud to be an Equal Employment Opportunity employer. We are committed to providing equal employment opportunities to qualified applicants and do not discriminate on the basis of race, color, ancestry, religion, sex, pregnancy, gender, gender identity, gender expression, sexual orientation, national origin, age, marital status, genetic information, disability, protected veteran status or any other characteristic protected by federal, state, or local laws. We also consider qualified applicants with arrest and conviction records consistent with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Ordinance, and other applicable state or local laws.HashiCorp is committed to providing reasonable accommodations to qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, please reach out to benefits@hashicorp.comWe comply with all laws and regulations set forth in the following posters:Note: some benefits may differ from one country to another.
  #J-18808-Ljbffr

Keywords: HashiCorp, Inc., San Francisco , Sr. Support Engineer, Engineering , San Francisco, California