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Uvod

A career in IBM Software means you’ll be part of a team that transforms our customer’s challenges into solutions.

Seeking new possibilities and always staying curious, we are a team dedicated to creating the world’s leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career.

IBM’s product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.

Vaša vloga in odgovornosti

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.

Zahtevana izobrazba
Diploma prve stopnje
Zaželena izobrazba
Diploma prve stopnje
Zahtevano strokovno in tehnično znanje

● 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 

Zaželeno strokovno in tehnično znanje


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

HashiCorp welcomes all qualified candidates who have authorization to work in the United States to apply - HashiCorp will not be sponsoring visas for this role at this time. 

O poslovni enoti

Programska oprema IBM oskrbuje osnovne poslovne operacije z inteligenco – od strojnega učenja do generativne umetne inteligence, kar pomaga organizacijam, da so odzivnejše, produktivnejše in odpornejše. IBM-ova programska oprema pomaga naročnikom, da umetno inteligenco začnejo uporabljati takoj, da ustvarijo resnično vrednost z zaupanjem, hitrostjo in samozavestjo na področju digitalnega dela, avtomatizacije IT, posodobitve aplikacij, varnosti in trajnosti. Ključnega pomena pri tem je zmožnost uporabe vseh podatkov, saj je umetna inteligenca tako dobra, kot so dobri podatki, ki jo podpirajo. V večini organizacij so podatki razpršeni v več oblakih, v prostorih, zasebnih podatkovnih centrih in na robu. IBM-ova platforma za umetno inteligenco in podatke razširja in pospešuje vpliv umetne inteligence z zaupanja vrednimi podatki ter zagotavlja vodilne zmogljivosti za usposabljanje, prilagajanje in razmestitev umetne inteligence v podjetjih. IBM-ova platforma hibridnega oblaka je eden najbolj celovitih in doslednih pristopov k razvoju, varnosti in delovanju v hibridnih okoljih – prilagodljiva podlaga za izkoriščanje podatkov, kjerkoli se nahajajo, za razširitev umetne inteligence globoko v poslovanje.

Življenje v IBM-u

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?

O IBM-u

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 50 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, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.