Software Engineering Support Engineer Austin, US

Avature; Austin (TX); Hybrid; USD 88,000 - 152,000; Full time

Job summary

Avature is seeking a Support Engineer to join their Vault Support Engineering team. The ideal candidate will troubleshoot technical issues and advocate for customer satisfaction, contributing to product growth while working in a collaborative environment. This entry-level position offers significant career development opportunities in a hybrid work setting.

Qualifications

• 5+ years of Support Engineering or customer-facing technical role.
• Experience with major cloud platforms and distributed systems.
• Knowledge of Vault and scripting tools preferred.

Responsibilities

• Troubleshoot and resolve customer issues related to Vault.
• Document and communicate solutions with customers.
• Contribute to product documentation and knowledge base.

Skills

Troubleshooting

Customer Communication

Problem Solving

Adaptability

Education

Bachelor's Degree

Tools

Vault

Github

REST APIs

Job description

A career in IBM Software means you’ll be part of a team that transforms our customer’s challenges into solutions.

Seeking new possibilities and always staying curious, we are a team dedicated to creating the world’s leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career.

IBM’s product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.

Your role and responsibilities

Reporting to the Manager, Support Engineering, the Support Engineer will be a keymember of the Global Support & Services organization and advocate for customer satisfactionand success. The Sr. Support Engineer will troubleshoot complex issues related to Vaultand Vault Enterprise and work to find viable solutions while maintaining detailed communicationwith customers and responsiveness to their needs. They will contribute to product growth anddevelopment via weekly product meetings. The Sr. Support Engineer will attend customermeetings as needed to help identify, debug and resolve the customer issue and will serve as aliaison between the customer and HashiCorp engineering.

This will be a part of our Vault Support Engineering team. This is an exciting opportunity to join a small team and have adirect impact on HashiCorp’s fast growing business. This highly visible position will be anintegral part of both the support engineering and Vault Open Source/Enterprise teams.

What you’ll do (responsibilities)

● Reproduce and debug customer issues by building or using existing test environmentsand tools.

● Communicate tactfully with customers: gather info, provide diagnostic and resolutionsteps, convey process and product guidance

● Solve incoming technical support requests within SLA, including high-severity urgentcases

● Continuously increase knowledge and help train the team on 3rd party technologies thatintegrate with Vault and on new Vault features

● Identify and communicate product usage trends, bugs and feature requests at weeklyproduct engineering meetings

● Collaborate with account managers to schedule, coordinate, and lead customerdebugging calls

● Document and record all activity with customers in accordance to both internal andexternal security standards

● Contribute to product documentation, customer knowledge base, and best practicesguides

● 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 withinthe Hashicorp Product Suite.

● Begin preparation for the Vault Certification Exam

● Complete Vault Certification ExamWithin first 60 days:

● Ride along on 1-2 live customer debugging calls

● Effectively triage and respond to Sev 3 & Sev 4 inquiries independently.

● Complete 10 Support Tickets with the guidance of more senior team members.

● Effectively triage customer support tickets and understand the difficulty of tickets beingsubmitted

● Begin working Sev 2 tickets towards the end of the first Within first 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, andCSAT.

Required education

Bachelor's Degree

Preferred education

Bachelor's Degree

Required technical and professional expertise

● 5+ years of Support Engineering experience (or comparable customer-facing technicalrole), preferably for mission-critical software

● DevOps Engineering, Software Engineering, and/or System Administration experience isa plus

● Experience or knowledge with Vault; other HashiCorp tools is a plus

● Possess the following attributes: Confidence, Positivity and Adaptability.

● Experience troubleshooting and resolving urgent, high-visibility technical problems

● Experience communicating clearly and effectively, both verbally and in writing

● Experience working with Enterprise customers and advocating for customer experience

● Experience with major cloud platforms, distributed systems, microservice architecture,and containers

● Experience with scripting tool of choice to help automate reproduction environments (forexample, Bash, Python)

● Ability to read complex code for troubleshooting and familiarity with Github

● Experience with REST APIs and command line tools

● Well-organized, excellent work ethic, attention to detail, and ability to learn newtechnologies quickly

● Excellent problem solving, analytical, and troubleshooting skills

Preferred technical and professional experience

● Bachelor’s degree in Computer Science or equivalent professional experience preferred

HashiCorp welcomes all qualified candidates who have authorization to work in the United States to apply - HashiCorp will not be sponsoring visas for this role at this time.

ABOUT BUSINESS UNIT

IBM Software infuses core business operations with intelligence—from machine learning to generative AI—to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM’s AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM’s hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments—a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualifiedapplicants will receive consideration for employment without regard to race,color, religion, sex, gender, gender identity or expression, sexualorientation, national origin, caste, genetics, pregnancy, disability,neurodivergence, age, veteran status, or other characteristics. IBM is alsocommitted to compliance with all fair employment practices regardingcitizenship and immigration status.

Job Title

Date posted

04-Jun-2025

Job ID

38810

City / Township / Village

Austin

State / Province

Texas

Country

United States

Work arrangement

Hybrid

Area of work

Software Engineering

Employment type

Regular

Contract type

Regular

Projected Minimum Salary per year

88,000.00

Projected Maximum Salary per year

152,000.00

Position type

Entry Level

Some travel may be required based on business demand

Company

(0147) International Business Machines Corporation

Shift

General (daytime)

Is this role a commissionable/sales incentive based position?