HashiCorp Senior Support Engineer (Secure)

Introduction

We are looking for an experienced customer-facing engineering professional to join its Secure Support Engineering team. This is an exciting opportunity to join a small team and have a direct impact on HashiCorp's fast-growing business within the Asia Pacific and Japan (APJ) region. This highly visible position will be an integral part of the HashiCorp support engineering team. 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.

Your role and responsibilities

Reporting to the Manager, Support Engineering, the Senior Support Engineer will be a key member of the Hashicorp Global Support organisation and advocate for customer satisfaction and success. The Senior Support Engineer will troubleshoot complex issues related to HashiCorp Secure products (Vault and Boundary) and work to find viable solutions while maintaining detailed communication with customers and responsiveness to their needs. The Senior 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. When possible, the Senior Support Engineer will update and improve product documentation, guide feature development, and build tools to make the support team more successful. This position is generally remote, with one day a week in the office to collaborate with the regional support team and involves collaborating with a global remote team.

In this role you can expect to:

• 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 the Secure products and on new 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.
• Provide technical support to a diverse range of customers globally and within the APJ region, such as Australia, New Zealand, Singapore, India and Japan.
• With a focus on our Japan region, you will provide Japanese language capabilities to our Japan customer base and field teams.

• A minimum 6+ years of Support Engineering experience (or comparable customer-facing technical role), preferably for mission-critical software.
• Fluency in both English and Japanese.
• Experience in DevOps Engineering, Software Engineering, and/or System Administration experience.
• Experience with Vault & other HashiCorp tools is a plus.
• Experience in troubleshooting and resolving urgent, high-visibility technical problems.
• Experience in communicating clearly and effectively, both verbally and in writing.
• Experience in working with Enterprise customers and advocating for customer experience.
• Experience with major cloud platforms, distributed systems, microservices architecture, and containers.
• Experience with scripting tool of choice to help automate reproduction environments (for example, Bash, Python).
• The ability to read complex code for troubleshooting and familiarity with Github.
• Experience with REST APIs and command line tools.
• Well-organized, excellent work ethics, attention to detail, and ability to learn new technologies quickly.
• Excellent problem solving, analytical, and troubleshooting skills.
• Bachelor's degree in Computer Science or equivalent professional experience.