Senior Support Engineer
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
HashiCorp is looking for a high-caliber customer facing engineering professional to join its Runtime Support Engineering team. This is an exciting opportunity to join a small team and have a direct impact on HashiCorp's fast growing business. This highly visible position will be an integral part of the support engineering team. You are a fit if you thrive in a fast-paced culture that values essential communication, collaboration, and results. This person is a self-motivated, detailed individual with an eye for automation, process improvement, and problem solving.
Working with the Senior Manager, Support Engineering, this Senior Support Engineer will be a key member of the Global Support organization and will directly impact customer satisfaction and success. This individual will solve sophisticated issues related to Consul and Nomad products and independently work to find viable solutions. They will contribute to product growth and development via weekly product and marketing meetings. You will attend customer meetings as needed to help identify, debug and resolve the customer issue and are expected to be a liaison between the customer and HashiCorp engineering. When possible, our Support Engineers will update and improve documentation, guide feature development, and implement bug fixes based on customer feedback.
In this role you can expect to:
- Reproduce and debug customer issues by using or building test environments and tools. This is what you do the majority of your time.
- Triage and tackle incoming support requests via Zendesk within SLA, including high-severity urgent cases
- Work to respond to customer needs as and when they arise, including outside normal start and finish times of work if needed to ensure necessary levels of service
- Document and record all activity and communication with customers in accordance to both internal and external security standards
- Attend weekly 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 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 for production-down issues
30 days:
- Holistic understanding of Consul and the interaction with other HashiCorp Product Suite
- Successfully perform all common work flows within Consul Service Mesh
- Successful completion of Consul Associate certification
60 days:
- Demonstrate ability to triage and communicate to Level 1 & 2 inquiries independently
- Ride along on 1-2 live customer debugging calls
- Holistic understanding of Nomad and the interaction with other HashiCorp Product Suite
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90 days:
- Demonstrate ability to effectively fix and respond to a production down (Sev1) issue with minimal assistance
- Ability to take any Consul ticket without assistance
- Successfully perform common workload orchestration flows using Nomad
- Ability to independently find points of error and identify root cause by examining log files
- Ability to create ongoing KB articles that will benefit all customers
Required education
Bachelor's Degree
Required technical and professional expertise
- At least 5 years of Support Engineering.
- A minimum of 6 years DevOps Engineering, Software Engineering, or System Administration experience
- Experience with Consul or other service mesh is a huge plus
- Experience with Docker, K8S, or other container orchestration tools is a plus
- Experience with scripting tool of choice to help automate reproduction environments (for example, Bash, Python, Ansible)
- Ability to read sophisticated code (Golang) for troubleshooting and familiarity with Git
- Familiarity with Distributed Systems, Microservice architecture
- Experience with REST APIs and command line tools
- Excellent problem solving, analytical, and troubleshooting skills
- Well-organized, excellent work ethic, attention to detail, and self-starting
- Experience troubleshooting and resolving urgent, high-visibility technical problems
Preferred technical and professional experience
- Strong written and verbal communication skills - technical writing experience a plus
- Bachelor's degree in Computer Science, IT 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.
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