Sr. Implementation Services Engineer

About the role...

We are building a team of Implementation Services Engineers to ensure the successful delivery of HashiCorp’s solutions for our enterprise customers. As a member of the Customer Service & Support organization, the Senior Implementation Engineer will be responsible for the project management and technical aspects of implementations.  This starts with an internal hand-off with Sales all the way to a successful deployment, and a hand-off to the designated Technical Account Manager.

In this role you can expect to...

• Participate in the full lifecycle of a client implementation from initial internal hand-off from our sales team and sales engineer to installation, system configuration, and testing
• In some cases, you are also expected to provide some amount of training and limited post implementation support
• Be a Subject Matter Expert (SME) on HashiCorp architecture, tools and products
• Provide guidance for business decisions during the implementation from a technical perspective on issues such as: performance, scalability, reliability, and security
• Work with our Product Management, Product Engineering and Support team to resolve issues that occur during the implementation
• Manage the implementation plan, sharing weekly status reports
• Set, manage and meet mutual expectations with the customer to ensure satisfactory completion of implementation projects
• Handle escalations where necessary and manage customer as well as internal resources expectations
• Facilitate discovery and requirements analysis sessions with customers and the HashiCorp team
• Develop project plans and estimates in order to deliver on time and within budget
• Track and report project metrics to ensure project success and mitigate risk

You may be a good fit for our team if you have...

• 8+ years Technical Account Management, Customer Support experience or Sales Engineering experience or equivalent experience - practitioners are highly encouraged to apply
• At least 8 years in a customer facing role/customer success role
• Ability to provide guidance for HashiCorp product deployment with strong skill sets in infrastructure architecture, cloud, IT operations, security, and development technologies and processes
• Proficiency in understanding concepts and technologies in DevOps, IT operations, security, cloud, microservices, containers, and scheduling platforms
• Proficiency and/or knowledge of existing HashiCorp tools such as Vagrant, Packer, Terraform, Consul, Nomad, Vault and others
• Expertise in open source and SaaS is a major advantage
• Experience with implementing software products or solutions to large enterprise companies
• Excellent presence; strong written and verbal communication skills
• Upbeat, passionate, and unparalleled customer focus
• Experience managing and influencing change in organizations
• Strong project management skill
• B.S. degree in an engineering or similar program from an accredited college / university preferred or equivalent experience

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