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HashiCorp

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4.7

based on 14 Reviews

18 HashiCorp Jobs

Support Engineer - Boundary

HashiCorp

4.7

based on 14 Reviews

3-6 years

Bangalore / Bengaluru

1 vacancy

Support Engineer - Boundary

HashiCorp

posted 20d ago

Job Role Insights

Flexible timing

Key skills for the job

Technical Writing Automation Testing Customer Support Linux Administration Linux System Administration Open Source

+ 2 more

Job Description

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).
Bachelor s degree in Computer Science or IT, Technical Writing, or equivalent professional experience.