IBM · 6 hours ago
Senior Support Engineer
United States
Full-time
Remote
Senior LevelIBM is a leading technology company focused on creating AI-powered, cloud-native software solutions. As a Senior Support Engineer, you will troubleshoot complex issues related to Vault and Vault Enterprise, ensuring customer satisfaction and contributing to product development through collaboration and communication with customers and engineering teams.
Business DevelopmentBusiness Information SystemsCRMData ManagementFoundational AISoftware
Responsibilities
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
Qualification
Required
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
Preferred
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
Company
IBM
IBM is an IT technology and consulting firm providing computer hardware, software, infrastructure, and hosting services.
Founded in 1911
10001+ employees
H1B Sponsorship
IBM has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3032)
2024 (3301)
2023 (2160)
2022 (1809)
2021 (1157)
2020 (2669)
Funding
Current Stage
Public CompanyTotal Funding
unknown2011-01-14IPO
Leadership Team
Alain Bénichou
Chief Executive Officer, IBM Greater China Group
Alex Yang
CTO and Chief Architect
Recent News
2026-01-12
Company data provided by crunchbase