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HashiCorp Senior Support Engineer (Infrastructure) - Bilingual (Japanese/English)

IBM

IBM

Other Engineering, Customer Service
Melbourne, VIC, Australia
Posted on Jan 28, 2026
Introduction

The Senior Support Engineer will be a key member of the Hashicorp Global Support organisation and advocate for customer success and satisfaction.

The Senior Support Engineer (reporting to the Manager, Support Engineering) will troubleshoot complex issues related to HashiCorp Infrastructure products (eg., Terraform) and work to find viable solutions while maintaining detailed communication with customers and responsiveness to their needs.

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. 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.

Location: This position is based in Melbourne, Australia. Applicants must be currently residing in Melbourne or able to relocate and work legally in Australia. Please note that visa sponsorship is not available for this role at this time. We encourage all qualified candidates with existing work authorization in Australia to apply.

Your role and responsibilities
  • Reproduce, 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 incidents
  • Provide 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.
Required education
High School Diploma/GED
Preferred education
Bachelor's Degree
Required technical and professional expertise
  • A minimum 6 years of Support Engineering experience (or comparable customer-facing technical role), preferably for mission-critical software
  • Fluent in English and Japanese
  • Strong 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 experience
  • Experience with Terraform & other HashiCorp tools is a plus
  • Experience in DevOps, Software Engineering, and/or System Administration
  • Experience in working with Enterprise customers and advocating for customer experience
  • Bachelor’s degree in computer science or equivalent professional experience.

ABOUT BUSINESS UNIT

IBM Software infuses core business operations with intelligence—from machine learning to generative AI—to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM’s AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM’s hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments—a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

For additional information about location requirements, please discuss with the recruiter following submission of your application.

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