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Introduction

A career in IBM Software means you'll be part of a team that transforms our customer's challenges into industry-leading solutions. We are an infinitely curious team, always seeking new possibilities, and dedicated to creating the world's leading AI-powered, cloud-native software solutions. Our renowned legacy creates endless global opportunities for our network of IBMers. We are a team of deep product experts, ensuring exceptional client experiences, with a focus on delivery, excellence, and obsession over customer outcomes. This position involves contributing to HashiCorp's offerings, now part of IBM, which empower organizations to automate and secure multi-cloud and hybrid environments. You will join a team managing the lifecycle of infrastructure and security, enhancing IBM's cloud solutions to ensure enterprises achieve efficiency, security, and scalability in their cloud journey.

Your role and responsibilities

As HashiCorp continues to grow its product portfolio and customer base, we are looking for the best talent for our Support Engineering organisation! These are our customer-facing teams that provide deep technical support for our Cloud product portfolio – Terraform (CLI), HCP Terraform, and HashiCorp Platform (HCP).

Beware, these are not call-centre or service desk roles. The majority of our tickets require product expertise and thorough investigation, at times working with Engineering to fix product defects in the code.

Due to the nature of our products, most of our customers are IT Experts and Engineers, so you can expect to be collaborating with industry peers to tackle interesting issues!

Responsibilities:

• The Support Engineer will triage incoming issues related to the Terraform Core binary and Official Providers and work to find viable solutions.

• Reproduce and debug customer issues by writing Infrastructure as Code configuration

• You will contribute to product growth and development via attending product meetings.

• You will attend customer meetings as needed to help debug the product and are expected to be a liaison between the customer and HashiCorp engineering.

• When possible, our Support Engineer updates and improves product documentation, guides feature development, and assists in implementing bug fixes based on customer needs.

• Collaborate with engineers, sales engineers, sales representatives, and technical account managers to schedule, coordinate, and lead customer instals or debugging calls

• Handle Sev-1 tickets according to our process

• Collaborate with Engineering and participate in beta testing for new product features

• Give concrete feedback to improve processes and tools

• Learn from feedback and ticket-based mentoring provided to ensure world-class customer experiences

• Knowledge Sharing - including Documentation, KB articles and mentoring of new joiners

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

• At least 4 years of Customer Support, Support Engineering, Network Engineering, DevOps Engineering, Software Engineering, or System Administration experience

• Familiarity with Linux, CI/CD pipelines, Bash, PowerShell

• Virtualization and Cloud technologies - experience is a must

• Development background or familiarity with debugging code, especially Go

• Experience contributing to Open Source projects and using version control systems: Git, GitHub

• Familiarity with cloud platforms such as AWS, Azure, GCP

• Familiarity with containerization technologies such as Docker, Kubernetes (basic understanding)

• Familiarity with REST APIs

• Basic knowledge in SQL & relational databases

• Basic knowledge and experience with logging/monitoring systems - ELK stack, Grafana/Prometheus/DataDog etc.

• Excellent written and verbal communication skills in English

Preferred technical and professional experience

• Good understanding of computer networking - any relevant certification is a plus (e.g. CCNA certified)

• Self-driven, curious-by-design and eager to learn our products

• Familiarity with IBM & HashiCorp products and services.