Support Engineer

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 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 with both internal and external security standards
• Contribute to product documentation, customer knowledge base, and best practices guides
• Continuously improve processes and tools in collaboration with the team
• Periodic on-call rotation for production-down issues
• Weekly days off scheduled every week on rotation on any day of the week

30 days:

• Provision and bootstrap a Boundary cluster with multi Controller & multi Worker (Ingress & Egress).
• Boundary Session Recording Setup, Capture Session and how to play it.
• Understanding of Vault/Vault Enterprise and the interaction with other products within the Hashicorp Product Suite.
• Integrate Boundary with Vault as a credential store for a DB type target
• Begin preparation for the Vault Certification Exam.
• Complete the Vault Certification Exam