Sr. Support Engineer - Backline (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 product and marketing meetings. 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 SF, CA and be able to come into the SF HQs 1-2 times a 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 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. 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.

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

• 5+ years of Support Engineering
• 5+ years DevOps Engineering, Software Engineering, or System Administration experience
• Experience with Vault is a huge plus
• Experience with scripting tool of choice to help automate re[production 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