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Support Engineer - HashiCorp

Support Engineer - HashiCorp

IBM

4 years

0 Lacs

noida uttar pradesh india

Posted:12 hours ago| Platform:

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Skills Required

support software ai network automate security efficiency scalability portfolio engineering terraform service triage writing code development documentation schedule debugging testing mentoring devops linux virtualization git aws azure containerization docker kubernetes rest sql relational logging monitoring stack datadog communication networking certification design

Work Mode

On-site

Job Type

Full Time

Job Description

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

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.

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Support Engineer - HashiCorp