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Introdução

 

A career in IBM Software means you'll be part of a team that transforms our customer's challenges into industry-leading solutions. We are an infinitely curious team, always seeking new possibilities, and dedicated to creating the world's leading AI-powered, cloud-native software solutions. Our renowned legacy creates endless global opportunities for our network of IBMers. We are a team of deep product experts, ensuring exceptional client experiences, with a focus on delivery, excellence, and obsession over customer outcomes. This position involves contributing to HashiCorp's offerings, now part of IBM, which empower organizations to automate and secure multi-cloud and hybrid environments. You will join a team managing the lifecycle of infrastructure and security, enhancing IBM's cloud solutions to ensure enterprises achieve efficiency, security, and scalability in their cloud journey.

 

Sua Função e suas Responsabilidades

 

Location: We are seeking someone in Austin, TX, or SF, CA and able to come into the office once a week 


Reporting to the Manager, Designated Support Engineering, the Sr. Support Engineer will be a key member of the Global Support & Services organization and advocate for customer satisfaction and success. They will troubleshoot complex issues related to Vault Enterprise and work to find viable solutions while maintaining detailed communication with customers and responsiveness to their needs. 


The Senior Support Engineer will grow and maintain detailed knowledge and familiarity with Designated customers’ environments, configurations, and use cases. They will attend regular customer meetings as part of the Designated Support Program to proactively address support needs and identify, debug and resolve issues.  The Sr. Support Engineer in this role works closely with customer account teams to provide a comprehensive customer experience, and serves as a liaison between the customer and HashiCorp engineering. 


This position is a part of our Vault Designated Support Engineering team in North America. This is an exciting opportunity to have a direct impact on HashiCorp’s fast-growing business and work with some of our largest and most critical customers.  


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 

  • Attend regular customer sync calls with account team 

  • 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 the first 60 days: 

 

  • Ride along on 1-2 live customer debugging calls 

  • Effectively triage and respond to Sev 3 & amp; 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 the 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. 
Formação requerida
Diploma do ensino médio/DEEM
Formação preferencial
Bacharelado
Experiência Profissional e Técnica Requerida

  • Hands on experience in Support Engineering (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 

  • Experience with scripting tool of choice to help automate reproduction environments (for example, Bash, Python) 

  • Experience with major cloud platforms, distributed systems, microservice architecture, and containers 

  • Ability to read complex code for troubleshooting and familiarity with Github 

  • Experience with REST APIs and command line tools 

 
Experiência Profissional e Técnica Preferencial

  • Bachelor’s degree in Computer Science or equivalent professional experience preferred 

  • DevOps Engineering, Software Engineering, and/or System Administration experience 

  • Experience or knowledge with Vault; other HashiCorp tools 

  • Experience working and collaborating with Sales/Field personnel 

  • Well-organized, excellent work ethic, attention to detail, and ability to learn new technologies quickly 

  • Excellent problem-solving, analytical, and troubleshooting skills  

 

Sobre a Unidade de Negócios

Do aprendizado de máquina à IA generativa, o software IBM injeta inteligência nas principais operações de negócios para tornar as empresas mais responsivas, produtivas e resilientes. O software IBM ajuda os clientes a colocar a IA em ação para agregar valor real, de forma rápida e segura, à mão de obra digital, automação de TI, modernização de aplicação, segurança e sustentabilidade. Para isso, a capacidade de usar todos os dados é fundamental, porque a IA somente será boa se os dados que a alimentam também forem. Na maioria das empresas há dados locais, dados espalhados por diversas nuvens, dados em data centers privados e na borda. A plataforma de dados e IA da IBM escala e acelera o impacto da IA com dados confiáveis, além de fornecer recursos de ponta para treinar, ajustar e implementar a IA nos negócios. A plataforma de nuvem híbrida da IBM é uma das abordagens mais abrangentes e consistentes ao desenvolvimento, segurança e operações em ambientes híbridos, atuando como uma base flexível que utiliza os dados, onde quer que estejam, para estender amplamente a IA sobre os negócios.

SEU LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

 

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

 

Are you ready to be an IBMer?

Sobre a IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

 

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business. 

 

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Outros detalhes relevantes do cargo

IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:

  • Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
  • Financial programs such as 401(k), cash balance pension plan, the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs
  • Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
  • Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
  • Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences

The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year. 

This position is eligible for participation in an IBM Sales Incentive plan. Actual incentive opportunity will be based on performance and the eligible Target Incentive, as addressed in the applicable plan, all of which is subject to change. The compensation range listed for this position is the IBM Reference Salary that is used when you are not actively participating in a sales plan. Your actual base pay plus incentive opportunity will be determined by the Incentive Plan assigned to you.

We consider qualified applicants with criminal histories, consistent with applicable law.

This position was posted on the date cited in the key job details section and is anticipated to remain posted for 15 days from this date or less if not needed to fill the role.

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.