You MUST be located in the NCR region, and be able to come into the BPTP Capital City, Noida office minimum 2 days per week. In this role you can expect to: Reproduce and debug customer issues by using or building test environments and tools. This is what you do the majority of your time in this role Triage and solve incoming support requests via Zendesk within SLA, including high-severity urgent cases Document and record all activity and communication with customers in accordance to both internal and external security standards Attend weekly/bi-weekly product engineering meetings to discuss issues pertinent to support Collaborate with engineers, sales engineers, sales representatives, and technical account managers to schedule, coordinate, and lead customer debugging calls Contribute to product documentation, customer knowledge base, and best practices guides Continuously improve process and tools for normal, repetitive support tasks Periodic on-call rotation for Secure Backline Tickets/Escalations/On-call Support for Sev1/Sev0s : The Backline team is not necessarily an escalation team but will help out with technical escalations as needed instead of handling all commercial escalations like most of the traditional escalation teams. Backline needs to help out with any complex tickets where the troubleshooting methods are exhausted OR Core TSEs needs a second set of eyes to work on complex issues Mentoring: All new hires will be initially onboarded by the Backline team and involve a team member from the Core team based on the new hire s requirements. Weekly 1-1s will be scheduled with the new hire and will focus on making them comfortable, familiar with the workflows/processes, and providing technical assistance as needed. Milestones will be reviewed and guidance will be provided to help overcome any roadblocks in meeting them Training/Release readiness: Work on delivering one training per month as a team goal and also work with the team on Bring Your Questions sessions and drive them effectively. Also, assist on release readiness planning and deliverables. Knowledge Sharing: Work on SOP/Troubleshooting guides/Restoration procedures that would help reduce MTTR. Tooling: Reproductions/Adoption of Tool/Scripts needs to be built by Backline or work with the QTI team on it. Interface with Engineering: Able to represent Vault team with engineering on escalations, bug triage and development sync meetings etc. Process improvement: Improve processes for Vault team to reduce MTTR and also to enable team with reduction in blockers for efficiency. Communication: Able to deliver global communication on Known issue alerts and work closely with other regions on initiatives. Continuous self technical improvement that will enhance competency levels that also include certifications. 30 days: Provision and bootstrap a Vault cluster without assistance. Holistic understanding of Vault/Vault Enterprise and the interaction with other products within the Hashicorp Product Suite. 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. Start preparing for Vault Professional Certification and try to acquire it within the probation period. You may be a good fit for our team if you have: 9+ years of DevOps Engineering, Software Engineering, or System Administration experience. 5+ years of experience in product support engineering. Strong customer management skills and enterprise-level support experience. 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. Proficient in working within Linux-based environments. Experience in authentication protocols such as OIDC , LDAP , AD and Kerberos etc. Experience with Cloud providers (AWS, Azure, GCP) & cloud native landscapes Basic understanding of RDB & no-SQL type databases Security inclined with an interest in identity, access & secrets management. Experience in basic network troubleshooting and commands. Strong understanding of Docker and Kubernetes. Good understanding of SSL/TLS and OpenSSH. Good understanding of Linux environment and commands for effective troubleshooting and log analysis. Experience with Vault Enterprise is a huge plus. Experience with GoLang is preferred. Certification in HashiCorp Vault Associate or equivalent knowledge would be a plus. Administrator level certification in Azure , Aws , GCP or Kubernetes would be a plus. 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.

Reporting to the Manager, Support Engineer, and Senior Support Engineer will be key members of the customer success organization and will directly impact customer satisfaction and success. The Support engineer will troubleshoot complex issues related to Terraform and Terraform Enterprise and independently work to find viable solutions. They will contribute to product growth and development via weekly product and marketing meetings. The Support Engineer will attend customer meetings as needed to help identify, debug, and resolve the customer issue and is expected to be a liaison between the customer and HashiCorp engineering. When possible the Support Engineer will update and improve product documentation, guide feature development, and implement bug fixes based on customer feedback. Responsibilities: Triage and solve incoming support requests via Zendesk within the SLA Document and record all activity and communication with customers in accordance with both internal and external security standards Reproduce and debug customer issues by building or using existing tooling or configurations Attend weekly product engineering meetings to discuss topics pertinent to support Collaborate with engineers, sales engineers, sales representatives, and technical account managers to schedule, coordinate, and lead customer installs or debugging calls Contribute to product documentation, customer knowledge base, and best practices guides Continuously improve processes and tools for normal, repetitive support tasks Periodic on-call rotation for production-down issues Weekly days off scheduled every week on rotation on any day of the week Goals: 30 days: you should be able to - Write a simple TF configuration and apply it in TFE to deploy infrastructure Holistic understanding of (P)TFE and the interaction with the TF ecosystem Successfully perform all common workflows within Terraform Enterprise One contribution to extend or improve product documentation or install guides Ability to answer Level 1 support inquiries with minimal assistance 60 days: you should be able to - Effectively triage and respond to Level 1 & 2 inquiries independently Provision and bootstrap (P)TFE instance with low-touch from engineering Ride along on 1-2 live customer install calls Locate and unpack the customer log files. Familiarity with its contents Apply TF configurations to deploy infrastructure in AWS, Azure, and Google Cloud Author one customer knowledge base article from area of subject matter expertise 90 days: you should be able to - Effectively triage and respond to a production down issue with minimal assistance Run point on a live customer install without assistance Independently find points of error and identify root cause in the customer log files and report relevant details to engineering Implement small bug fixes or feature improvements Reproduce a TF bug or error by creating a suitable configuration Requirements: 4+ years Support Engineering, Software Engineering, or System Administration experience At least 5 years in a customer-facing role Expertise in Open Source and SaaS is a major advantage Excellent presence; strong written and verbal communication skills Upbeat, passionate, and unparalleled customer focus Well-organized, has excellent work ethic, pays attention to detail, and is self-starting Experience managing and influencing change in organizations Strong project management skills Familiarity with Ruby on Rails Experience developing a program, script, or tool that was released or used is an advantage Strong understanding of Linux or Windows command line environments Interest in cloud adoption and technology at scale EDUCATION Bachelor s degree in Computer Science, IT, Technical Writing, or equivalent professional experience #LI-SG1 #LI- Hybrid

They will contribute to product growth and development via product and marketing meetings. The Sr. Support Engineer II will attend customer meetings as needed to help identify, debug and resolve the customer issue and is expected to be a liaison between the customer and HashiCorp engineering. When possible the Support Engineer will update and improve product documentation, guide feature development, and implement bug fixes based on customer feedback. RESPONSIBILITIES: I WANT TO DO THAT Act as an SME of Terraform products and escalation point within the support team. Act as queue monitor for low SLA or tickets that may need attention. Mentor TSEs on technical knowledge and process Attend weekly leadership meetings Reproduce and debug customer issues by using or building test environments and tools. Act as an Incident Commander (IC) for mission-critical sev-1s for enterprise customers Triage and solve incoming support requests via Zendesk within SLA, including high-severity urgent cases Act as an escalation point for tickets that need special attention Serve as an escalation point for TSEs that need assistance with process or other needs Document and record all activity and communication with customers in accordance to both internal and external security standards Attend product engineering meetings to discuss issues pertinent to support and identify ticket trending Collaborate with engineers, sales engineers, sales representatives, and account managers to schedule, coordinate, and lead customer debugging calls Contribute to product documentation, customer knowledge base, and best practices guides Continuously improve process and tools for normal, repetitive support tasks Periodic on-call rotation GOALS: I CAN DO THAT 30 days: Holistic understanding of TFE and the interaction with the TF ecosystem Successfully perform all common work flows within Terraform Enterprise One contribution to extend or improve product documentation or install guides Ability to answer Level 1 support inquiries with minimal assistance 60 days: Effectively triage and respond to Level 1 & 2 inquiries independently Provision and bootstrap TFE instance with low-touch from engineering Ride along on 1-2 live customer install calls Locate and unpack the customer log files. Familiarity with its contents Author one customer knowledge base article from area of subject matter expertise 90 days: Ability to effectively triage and respond to a production down issue with minimal assistance Ability to take on Escalation Management duties for SEV-1 Ability to take any Terraform ticket without assistance Ability to independently find points of error and identify root cause by examining log files Ability to create ongoing KB articles that will benefit all customers REQUIREMENTS: I VE ALREADY DONE THAT OR HAVE THAT At least 6+ years of Support Engineering. A minimum of 8+ years DevOps Engineering, Software Engineering, or System Administration experience Production experience with Terraform or Terraform Enterprise preferred Strong written and verbal communication skills technical writing experience a plus Well-organized, excellent work ethic, attention to detail, and self-starting Experience troubleshooting and resolving urgent, high-visibility technical problems Familiarity with Distributed Systems, Microservice architecture, and Containers Interest in cloud adoption and technology at scale Excellent problem solving, analytical, and troubleshooting skills Open to work in a hybrid setup with office location as Noida EDUCATION: Bachelor s degree in Computer Science, IT, Technical Writing, or equivalent professional experience preferred #LI-Hybrid #LI-SG1

You will attend customer meetings as needed to help identify, debug and resolve the customer issue and are expected to be a liaison between the customer and HashiCorp engineering. When possible, our Support Engineers will update and improve documentation, guide feature development, and implement bug fixes based on customer feedback. In this role you can expect to: Reproduce and debug customer issues by using or building test environments and tools. This is what you do the majority of your time. Triage and tackle incoming support requests via Zendesk within SLA, including high-severity urgent cases Document and record all activity and communication with customers in accordance to both internal and external security standards Attend weekly product engineering meetings to discuss issues pertinent to support Collaborate with engineers, sales engineers, sales representatives, and technical account managers to schedule, coordinate, and lead debugging calls Contribute to product documentation, customer knowledge base, and best practices guides Continuously improve process and tools for normal, repetitive support tasks Periodic 24/7 on-call rotation 30 days: Holistic understanding of Consul and the interaction with other HashiCorp Product Suite Successfully perform all common work flows within Consul Service Mesh 1 contribution to extend or improve product documentation or install guides 60 days: Ability to triage and communicate to Level 1 & 2 inquiries independently Ride along on 1-2 live customer debugging calls Author 1 "customer knowledge base" article from area of subject matter expertise 90 days: Ability to effectively fix and respond to a production down issue with minimal assistance Ability to take any Consul ticket without assistance Ability to independently find points of error and identify root cause by examining log files Ability to create ongoing KB articles that will benefit all customers You may be a good fit for our team if you have: At least 6 years of Support Engineering. Experience with Consul is a huge plus as well as experience with Docker, K8s or other containerization devops tools Hands-on experience with the HashiCorp ecosystem, specially Nomad for workload orchestration and deployment. Experience with scripting tool of choice to help automate re[production environments (for example, Bash, Python, PowerShell) Ability to read sophisticated code (Go) for troubleshooting and familiarity with Github Experience with REST APIs and command line tools Strong written and verbal communication skills technical writing experience a plus Well-organized, excellent work ethic, attention to detail, and self-starting Experience troubleshooting and resolving urgent, high-visibility technical problems Familiarity with Distributed Systems, Microservice architecture, and Containers Interest in cloud adoption and technology at scale Excellent problem solving, analytical, and troubleshooting skills Bachelor s degree in Computer Science, IT, Technical Writing, or equivalent professional experience. Open to work in a hybrid setup with office location as Noida HashiCorp embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our company will be.

About HashiCorp HashiCorp solves development, operations, and security challenges in infrastructure so organizations can focus on business-critical tasks We build products to give organizations a consistent way to manage their move to cloud-based IT infrastructures for running their applications Our products enable companies large and small to mix and match AWS, Microsoft Azure, Google Cloud, and other clouds as well as on-premises environments, easing their ability to deliver new applications We use the Tao of HashiCorp as our guiding principles for product development and operate according to a strong set of company principles for how we interact with each other We value top-notch collaboration and communication skills, both among internal teams and in how we interact with our users Our Team The HashiCorp Incident Excellence team is responsible for improving HashiCorps incident response while maximizing learning from incidents Our focus is on helping all engineers feel confident when they are on-call and improving communication to efficiently resolve incidents and build trust in our brand We partner closely with teams to drive a holistic incident management strategy and share learnings to help our business continuously improve About This Role This engineering role is on a nascent engineering team The team is responsible for products that touch many areas of engineering organizations at HashiCorp, so applicants will need to excel at collaboration, have product-focused mindsets, and be comfortable iterating in an agile manner towards solutions You will provide expert execution of the incident command process, including running and managing high-severity incident bridges and driving transparent communication that promotes maximum levels of internal and external customer satisfaction Collaborate with an array of technical stakeholders and executives to drive resolution during incidents and improve overall response for future incidents and technical escalations Utilize top-notch troubleshooting techniques to identify, organize, and advocate for novel solutions to remediate customer impact on complex interconnected systems Participate in a closed-loop post-incident learning process, driving insights and meaningful action Iterative improvements in response through consistent drills, tabletops, and game-day exercises Push the boundaries of innovation in incident management to deliver best-in-class incident response In This Role, You Can Expect To Be responsible for and drive incident management capabilities and culture Contribute to incident command on-call Build technical skills and relationships within a team of engineers and SREs Lead and refine our incident response strategy, ensuring rapid and effective response to operational disruptions Analyze incident trends and root causes to drive continuous improvements in system reliability and response processes Develop and maintain tools for incident detection, analysis, and resolution, automating responses where possible to minimize human intervention Create comprehensive incident response documentation and conduct training sessions to prepare all relevant teams for effective incident handling Work closely with development, operations, and security teams to coordinate incident response efforts and post-incident analyses You may be a good fit for our team if: Minimum 10 12 years of experience in site reliability engineering, systems administration, or software engineering, with a significant focus on incident response and operational reliability 8+ years managing, coordinating, and ensuring resolution of major incidents Professional experience with incident management in cloud environments Enjoy working on a variety of scopes spanning software engineering, cloud infrastructure, and SRE Proven track record of managing and resolving incidents in cloud-based environments, with expertise in major public cloud platforms (AWS, GCP, Azure) Understanding of fundamental network technologies like DNS, Load Balancing, SSL, TCP/IP, HTTP Strong understanding of monitoring and alerting systems, with the ability to develop metrics and alarms that accurately reflect system health and operational risks Experience with incident management tools and practices, including post-mortem analysis and root cause investigation Passion for consistently responding to and leading complex incidents in a 24x7x365 environment utilizing a globalized follow-the-sun model Customer-centric attitude with a focus on providing best-in-class incident response for customers and stakeholders Familiarity with HashiCorps product suite and infrastructure automation tools is a plus Demonstrate strong leadership skills during periods of significant business impact, remaining calm and professional during high-pressure situations A strong desire to drive customer success with partner teams and management on high-profile issues critical to the long-term success of the business Outstanding verbal and written communication skills with the ability to convey information in a meaningful way to both engineers and executive-level management, during and outside of incidents Adaptable to a wide variety of technologies and capable of incident response and troubleshooting activities in complex interconnected environments ?HashiCorp is an IBM subsidiary which has been acquired by IBM and will be integrated into the IBM organization HashiCorp will be the hiring entity By proceeding with this application you understand that HashiCorp will share your personal information with other IBM subsidiaries involved in your recruitment process, wherever these are located More information on how IBM protects your personal information, including the safeguards in case of cross-border data transfer, are available here: link to IBM privacy statement ?