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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 solutions.

Seeking new possibilities and always staying curious, we are a team dedicated to creating the world’s leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career.

IBM’s product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.

Your role and responsibilities

Reporting to the Manager of Support Engineering, the Senior Support Engineer will be a key member of the Global Support & Services organization and advocate for customer satisfaction and success. The Sr. Support Engineer will troubleshoot complex issues related to Terraform Core and Providers and work to find viable solutions while maintaining detailed communication with customers and responsiveness to their needs. They will contribute to product growth and development via weekly product meetings. The Senior Support Engineer will attend customer meetings as needed to help identify, debug and resolve the customer issue and will serve as a liaison between the customer and HashiCorp engineering.

This role will be a part of our Terraform Support Engineering team. This is an exciting opportunity to join a small team and have a direct impact on HashiCorp’s fast growing business.

Your primary responsibilities include:

• Triage and solve incoming support requests via Zendesk within SLA

• Document and record all activity and communication with customers in accordance to both internal and external security standards

• Reproduce and debug customer issues by using or building existing tooling or configuration

• Attend 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 installs or 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
• Proficiency in English is required, with fluency in multiple languages considered advantageous.

Goals:

Within first 60 days:

• Complete assigned onboarding tasks and training

• Develop a holistic understanding of the TF ecosystem

• Successfully perform all common work flows using Terraform

• Deep dive into Terraform Core/CLI

• Locate, unpack and become familiar with the contents of customer log files

• Effectively search for prior similar issues within ticketing system and the knowledge base

• Shadow customer tickets and troubleshooting calls

• Author one customer knowledge base article from area of subject matter expertise

Within first 90 days:

• Consistently contribute to the Knowledge Base

• Run point on a live customer case without assistance

• Independently find points of error and identify root cause

• Contribute to product documentation

• Complete Terraform Certification successfully

• Join on call rotation

Required education

Bachelor's Degree

Preferred education

Bachelor's Degree

Required technical and professional expertise

• 5+ years Support Engineering (or comparable customer-facing technical role), preferably for mission-critical software,

• DevOps, Software Engineering or System Administration experience is a plus

• Experience with Terraform or Terraform Enterprise is a plus

• Development background or familiarity with debugging code

• 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, excellent work ethic, attention to detail, and self-starting

• Problem solving, analytical, and troubleshooting skills

• Familiarity with Ruby on Rails, Ember.js, Bash, or Go

• Interest in cloud adoption and technology at scale

Preferred technical and professional experience

Bachelor’s degree in Computer Science or equivalent professional experience