Sr. Support Engineer - Designated Support
Location: The Netherlands (commuting distance to any major city)
“Please note this role is offered on an initial 12 month fixed contract, which can be made permanent on successful completion of the initial 12 months”
About the Team
HashiCorp is looking for an experienced customer facing engineering professional to join its Designated Support Engineering team. The Senior Support Engineer will be a key member of the Designated Support Team within the Global Support organisation and advocate for customer satisfaction and success. This is an exciting opportunity to work in a role that has a direct impact on HashiCorp’s fast growing business. You are a fit if you thrive in a fast-paced culture that values essential communication, collaboration, constant learning, and iteration.You are a self-motivated, tactful, detail-oriented person with an insatiable desire to learn new technology and an eye for automation, customer experience, process improvement, and efficient problem solving. As Sr.
Support Engineer you will troubleshoot complex issues related to Vault and work to find viable solutions while maintaining detailed communication with customers and responsiveness to their needs. As our designated Senior Support Engineer you will grow and maintain detailed knowledge and familiarity with Strategic customers’ environments, configurations, and use cases. You will contribute to product growth and development via attending product meetings. The Senior Support Engineer will attend customer meetings as needed to help identify, debug, and resolve customer issues and will serve as a liaison between the customer and HashiCorp engineering. When possible, the Senior Support Engineer will update and improve product documentation, guide feature development, and build tools to make the support team as a whole more successful.
What you’ll do (responsibilities)
- Provide the highest level of customer service and technical support to specific named accounts
- Reproduce and debug customer issues by building or using existing test environments and tools.
- Be effective at troubleshooting external services such as networking, storage, memory or OS level operations
- 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 from both a general queue or from specific named accounts
- Continuously increase knowledge and achieve Subject Matter Expert (SME) level knowledge of the product
- Proactively learn and document customer environment, configuration and use case details
- Participate in high-level sync calls with customers as needed
- 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 with both internal and external security standards
- Contribute to product documentation and customer knowledge base
- Continuously improve process and tools in collaboration with the team
- Periodic on-call rotation for production-down issues
- Expect to work in a co-working space or IBM office (in Amsterdam, Rotterdam, Utrecht) or IBM office, 1-2 days per week
What you’ll need (basic qualifications)
- 5 + years of Support Engineering experience (or comparable customer-facing technical role), preferably for mission-critical software
- 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
- 2+ years Production experience with Vault
- DevOps Engineering, Software Engineering, and/or System Administration experience
- Expertise in Open Source and SaaS is a major advantage
- Docker and Kubernetes as a plus
- Familiarity with Ruby on Rails, Ember.js, Bash, or Go
- Expert level knowledge of PostgreSQL Databases a plus
- Ability to read complex code for troubleshooting and familiarity with GitHub
- Ability to work in a co-working space (in Amsterdam, Rotterdam, Utrecht) or IBM office, 1-2 days per week
What's nice to have (preferred qualifications)
- Strong written and verbal communication skills.
- Previous experience in managing strategic accounts or part of DSE like programs.
- Vault Associate certification.
#LI-Hybrid“HashiCorp is an IBM subsidiary which has been acquired by IBM and will be integrated into the IBM organization. HashiCorp will be the hiring entity. By proceeding with this application you understand that HashiCorp will share your personal information with other IBM subsidiaries involved in your recruitment process, wherever these are located. More information on how IBM protects your personal information, including the safeguards in case of cross-border data transfer, are available here: link to IBM privacy statement.”
