At a Glance
- Tasks: Troubleshoot complex issues and ensure customer satisfaction with HashiCorp Secure products.
- Company: Join the innovative HashiCorp Global Support team in Melbourne.
- Benefits: Competitive salary, HashiCorp certification, and ongoing learning opportunities.
- Other info: Remote work with one day in-office for collaboration and growth.
- Why this job: Make a real impact in a fast-paced, collaborative environment.
- Qualifications: 6+ years in Support Engineering and strong troubleshooting skills required.
The predicted salary is between 90000 - 110000 $ per year.
About The Team
Location: We are seeking someone who is currently in Melbourne, Australia or who can work and live in Melbourne, Australia.
We welcome all qualified candidates who have authorization to work in Australia to apply.
We will not be sponsoring visas for this role as of this time.
Introduction
Reporting to the Manager of Support Engineering, the Senior Support Engineer will be a key member of the Hashi Corp Global Support team, ensuring customer satisfaction and success.
They will troubleshoot complex issues related to Hashi Corp Secure products (Vault and Boundary) and work to find viable solutions while maintaining clear communication and promptly addressing customer needs.
Why join us?
- We invest in your growth with Hashi Corp certification and ongoing learning opportunities.
- Take on a highly visible role as part of the Hashi Corp Support Engineering team, driving impact within IBM’s collaborative environment.
- Directly influence the fast-growing Asia Pacific and Japan (APJ) business.
- Work in a fast-paced culture that values communication and collaboration.
- A highly competitive salary awaits the experienced and suitable candidate!
Your Role And Responsibilities
The Senior Support Engineer will join customer meetings as needed to identify and resolve issues, acting as a liaison between customers and Hashi Corp engineering.
They will also improve documentation, guide feature development, and build tools to support team success.
This role is primarily remote, with one day a week in the office for regional collaboration and regular interaction with a global team.
- What you’ll do
- Reproduce, troubleshoot and resolve customer issues by building or using existing test environments and tools.
- Communicate effectively with customers: gather details, provide diagnostics, and deliver solutions within SLA.
- Collaborate with the field and engineering teams to resolve complex cases and lead debugging calls.
- Document all interactions and contribute to product documentation, knowledge base, and best practices.
- Share product trends, bugs, and feature requests with engineering teams.
- Continuously improve processes, tools, and team knowledge, including training on third-party integrations.
- Participate in on-call rotations for critical incidents
- Provide technical support to a diverse range of customers globally and within the APJ region such as Australia, New Zealand, Singapore, India and Japan to name a few.
- Preferred Education
- Bachelor's Degree
- Required Technical And Professional Expertise
What you’ll need
- A minimum 6 years of Support Engineering experience (or comparable customer-facing technical role), preferably for mission-critical software
- Strong troubleshooting skills for urgent, high-visibility issues.
- Clear and effective communication (written and verbal).
- Experience with major cloud platforms, distributed systems, microservices, and containers.
- Proficiency in scripting (e. g., Bash, Python), reading code for troubleshooting and familiarity with Git Hub.
- Knowledge of REST APIs and command-line tools.
- Highly organized, detail-oriented, and quick to learn new technologies.
- Excellent problem-solving and analytical skills.
- Preferred Technical And Professional Experience
- What’s nice to have
• Experience with Vault is a huge plus!
- Experience with other Hashi Corp tools is a plus
- Experience in Dev Ops, Software Engineering, and/or System Administration
- Experience in working with Enterprise customers and advocating for customer experience
- Bachelor’s degree in computer science or equivalent professional experience.
- #J-18808-Ljbffr
Senior Support Engineer employer: IBM
At IBM Consulting, we pride ourselves on being an exceptional employer that fosters a culture of growth, innovation, and collaboration. As a Threat Management Architect, you'll have access to cutting-edge technology and the opportunity to work with industry leaders, all while receiving support for your professional development and unique contributions. Our commitment to empathy and curiosity ensures that you can thrive in a dynamic environment where your ideas are valued and your career can flourish.
