Support Engineer - HashiCorp

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

IBM is looking for a high-caliber customer facing engineering professional to join its Support Engineering team in Noida, India. This is an exciting opportunity to join a small team and have a direct impact on IBM’s fast growing business. This highly visible position will be an integral part of both the support engineering and Terraform Open Source/Enterprise teams. You are a fit if you thrive in a fast-paced culture that values essential communication, collaboration, and results. You are a self-motivated, detail-oriented individual with an eye for automation, process improvement, and problem solving.Reporting to the Manager, Support Engineering, the Support Engineer will be a key member of the Customer Success organization and will directly impact customer satisfaction and success. The Support engineer will troubleshoot complex issues related to Terraform Enterprise and independently work to find viable solutions. They will contribute to product growth and development via weekly product and marketing meetings. The Support Engineer will attend customer meetings as needed to help identify, debug and resolve the customer issue and is expected to be a liaison between the customer and IBM product engineering. When possible the Support Engineer will update and improve product documentation, guide feature development, and implement bug fixes based on customer feedback.

Responsibilities

• 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 building or using existing tooling or configurations
• Collaborate with engineers, sales engineers, sales representatives, and technical account managers to schedule, coordinate, and lead customer installs or debugging calls
• Contribute to create knowledge base articles, and best practices guides
• Continuously improve process and tools for normal, repetitive support tasks
• Periodic on-call rotation for production-down issues
• Weekly days off scheduled every week on rotation on any day of the week
  

Preferred Education

Master's Degree

Required Technical And Professional Expertise

• 4+ years Support Engineering, Software Engineering, or System Administration experience
• 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, has excellent work ethic, pays attention to detail, and self-starting
• Experience managing and influencing change in organizations
• Working knowledge with Docker, Kubernetes
  

Preferred Technical And Professional Experience

• Familiar with networking concept
• Experience developing a program, script, or tool that was released or used is an advantage
• Strong understanding of Linux or Windows command line environments
• Interest in cloud adoption and technology at scale