Senior Support Engineer

TL;DR

Senior Support Engineer: Troubleshoot and resolve complex issues related to Vault and Vault Enterprise, supporting customers and contributing to product growth with an accent on customer communication and technical problem solving. Focus on debugging, reproducing issues, collaborating with engineering, and maintaining high customer satisfaction.

Location: Hybrid in Austin or San Francisco, United States

Salary: $111,000–$191,000 per year

Company

hirify.global is part of IBM Software, delivering AI-powered, cloud-native software solutions with a focus on innovation and customer success.

What you will do

• Reproduce and debug customer issues using test environments and tools.
• Communicate effectively with customers to gather information and provide resolutions.
• Handle technical support requests within SLA, including urgent cases.
• Contribute to product documentation and knowledge base articles.
• Collaborate with account managers and engineering teams to resolve issues.
• Participate in on-call rotation for production-down issues.

Requirements

• Must be able to work in the United States without visa sponsorship.
• Experience in support engineering or similar customer-facing technical roles.
• Knowledge of scripting (Bash, Python) to automate environments.
• Familiarity with cloud platforms, microservices, containers, REST APIs, and command line tools.
• Ability to read complex code and use Github for troubleshooting.
• High school diploma required; bachelor's degree preferred.

Nice to have

• Experience with Vault and other HashiCorp tools.
• Background in DevOps, software engineering, or system administration.

Culture & Benefits

• Growth-minded environment encouraging continuous learning and feedback.
• Supportive team culture focused on innovation and customer success.
• Opportunities for career development within a global technology leader.

Hiring process

• Evaluation of technical skills and customer support experience.
• Interviews focusing on problem-solving and communication abilities.
• Assessment of fit with team culture and company values.