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Support Engineer - HashiCorp

Support Engineer - HashiCorp

IBM

4 years

0 Lacs

noida uttar pradesh india

Posted:1 week ago| Platform:

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Skills Required

support software ai network automate security efficiency scalability engineering communication test schedule debugging documentation collaboration devops linux aws azure gcp networking troubleshooting git containerization docker kubernetes logging monitoring stack datadog terraform

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

IBM is looking for an experienced customer-facing engineering professional to join its Support Engineering team. A career in IBM Software means you'll be part of a team that transforms our customers' 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.

In This Role, You Can Expect To

Troubleshoot complex issues related to HCP Products and work to find viable solutions while maintaining detailed communication with customers.
Reproduce and debug customer issues by building or using existing test environments and tools.
Communicate tactfully with customers: gather info, provide diagnostic and resolution steps, convey process and product guidance
Solve incoming technical support requests within SLA, including high-severity urgent cases.
Continuously increase knowledge and help train the team on 3rd party technologies that integrate with HCP Products.
Identify and communicate product usage trends, bugs, and feature requests at weekly product engineering meetings
Collaborate with account managers to schedule, coordinate, and lead customer debugging calls
Document and record all activity with customers in accordance with both internal and external security standards
Contribute to product documentation, customer knowledge base, and best practices guides
Continuously improve processes and tools in collaboration with the team
Periodic on-call rotation for production-down issues

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
Experience with any of the cloud platforms, such as AWS, Azure, and GCP, is a must.
Good networking and troubleshooting skills
Experience contributing to Open Source projects and using version control systems: Git, GitHub
Familiarity with containerization technologies such as Docker, Kubernetes (basic understanding)
Basic knowledge and experience with logging/monitoring systems - ELK stack, Grafana/Prometheus/DataDog, etc.
Experience or knowledge with Terraform; other HashiCorp tools is a plus
Excellent written and verbal communication skills in English
Able to work from the Noida, IND office 2-3 days a week

Preferred Technical And Professional Experience

Familiarity with IBM & HashiCorp products and services.

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Support Engineer - HashiCorp