What are the responsibilities and job description for the Senior Support Engineer position at IBM?
Introduction
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.
Your Role And Responsibilities
As a Senior Support Engineer, you will report to the Manager of Support Engineering and the Senior Support Engineer as a key member of the Global Support & Services organization and advocate for customer satisfaction and success. You 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. You will contribute to product growth and development via weekly product meetings. You will also 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
Bachelor's Degree
Required Technical And Professional Expertise
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.
Your Role And Responsibilities
As a Senior Support Engineer, you will report to the Manager of Support Engineering and the Senior Support Engineer as a key member of the Global Support & Services organization and advocate for customer satisfaction and success. You 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. You will contribute to product growth and development via weekly product meetings. You will also 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
- 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.
- 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.
- 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.
Bachelor's Degree
Required Technical And Professional Expertise
- Hands on experience in Support Engineering (or comparable customer-facing technical role), preferably for mission-critical software.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.
- Bachelor’s degree in Computer Science or equivalent professional experience preferred
- DevOps Engineering, Software Engineering, and/or System Administration experience is a plus.
- Experience or knowledge with Vault; other HashiCorp tools is a plus.