HashiCorp Senior Support Engineer (Secure)

IBM; City of Melbourne; Hybrid; AUD 100,000 - 120,000; Full time

Benefits offered by this job

HashiCorp certification opportunities

Competitive salary

Ongoing learning opportunities

Job summary

A leading tech company in Melbourne is seeking a Senior Support Engineer to join their Global Support team. This role involves troubleshooting issues with HashiCorp products and ensuring customer success. Candidates should have at least 6 years of Support Engineering experience, strong communication skills, and proficiency in scripting. You will work closely with customers and cross-functional teams to resolve complex challenges and improve processes. A Bachelor's Degree is preferred, and the role primarily offers remote work with required in-office collaboration one day a week.

Qualifications

• A minimum 6 years of Support Engineering experience.
• Experience in customer-facing technical roles.
• Strong troubleshooting skills for urgent issues.

Responsibilities

• Reproduce, troubleshoot and resolve customer issues.
• Communicate effectively with customers to deliver solutions.
• Collaborate with field and engineering teams.

Skills

Strong troubleshooting skills

Clear and effective communication

Experience with major cloud platforms

Proficiency in scripting (Bash, Python)

Knowledge of REST APIs

Organized and detail-oriented

Excellent problem-solving skills

Education

Bachelor's Degree

Tools

GitHub

Vault

Job description

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 HashiCorp Global Support team, ensuring customer satisfaction and success. They will troubleshoot complex issues related to HashiCorp 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 HashiCorp certification and ongoing learning opportunities.
• Take on a highly visible role as part of the HashiCorp 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 HashiCorp 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 GitHub.
• 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 HashiCorp tools is a plus
• Experience in DevOps, 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.