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About The TeamLocation: 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.IntroductionReporting 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 ResponsibilitiesThe 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 doReproduce, 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 incidentsProvide 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 EducationBachelor''s DegreeRequired Technical And Professional ExpertiseWhat you''ll need:A minimum 6 years of Support Engineering experience (or comparable customer-facing technical role), preferably for mission-critical softwareStrong 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 ExperienceWhat''s nice to haveExperience with Vault is a huge plus!Experience with other HashiCorp tools is a plusExperience in DevOps, Software Engineering, and/or System AdministrationExperience in working with Enterprise customers and advocating for customer experienceBachelor''s degree in computer science or equivalent professional experience. #J-18808-Ljbffr