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

60 days:

• Ride along on 1-2 live customer debugging calls
• Effectively triage and respond to all severity inquiries independently.
• Contribute to Support 1 Knowledge Base articles.
• 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 on Sev 2 tickets towards the end of the first 60 days.

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.

You may be a good fit for our team if you have:

• A minimum of 3 years of experience in Support Engineering.
• A minimum of 2 years of DevOps Engineering, Software Engineering, or System Administration experience.
• A minimum of 1 year of experience supporting products related to identity and access management. 
• Experience of supporting PAM solutions like BeyondTrust , CyberArk , OneTrust etc would be advantageous.
• Experience working with one or more identity providers such as Azure AD.
• Experience with scripting tools of choice to help automate the reproduction environments (E.g. Bash or Terraform)
• Ability to read complex code for troubleshooting and familiarity with Github. 
• Experience with REST APIs and command line tools. (E.g. Postman, Shell etc.)
• Experience in troubleshooting and resolving urgent, high-visibility technical problems in alignment with internal processes.
• Experience with Cloud providers (AWS, Azure, GCP) & cloud native landscapes
• Knowledge of NoSQL databases ( Postgres ) would be advantageous.
• Security inclined with an interest in identity, access & secrets interfacing,
• Experience in basic network troubleshooting and commands.
• Good understanding of SSL/TLS and OpenSSH.
• Good understanding of Linux environment and commands for effective troubleshooting and log analysis.
• Works with stakeholders to resolve issues and provide solutions that ensure service delivery and effectiveness.
• Should be available to come to the office twice or thrice in week to manage a Hybrid work environment.
• Interest in cloud adoption and technology at scale.
• Well organized, zeal to learn, excellent work ethic, attention to detail, self driven and motivated with the ability to deliver technical sessions whenever there is a need.
• Strong written and verbal communication skills. (Technical writing experience is a plus).