Technical Support Professional - 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 as a Sr. Support Engineer for Terraform Enterprise products for the Netherlands-based team.
This is an exciting opportunity to join a fast-paced high-volume team and have a direct impact on IBM's growing business. This highly visible position will be an integral part of both the support engineering and Terraform Enterprise teams. 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 communication, automation, process improvement, and problem solving.
Reporting to the Sr. Manager, Support Engineering, this Sr. Support Engineer will be a key member of the Support organization and advocate for customer satisfaction and success. This individual will solve sophisticated issues related to Terraform and Terraform Enterprise and independently work to find viable solutions. They will attend customer meetings as needed to help identify, debug and resolve customer issues and are expected to be a liaison between the customer and IBM engineering.
Roles & Responsibilities
• Reproduce and debug customer issues by using or building test environments and tools.
• Manage all incoming SEV-1s or handoffs to US time zone, ensure the on-call Support Engineer has support while troubleshooting and updates to leadership are provided as necessary
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• Collaborate as one team with all global teams
• Document and record all activity and communication with customers in accordance with both internal and external security standards
• Attend product engineering meetings to discuss issues pertinent to support
• Collaborate with engineers, sales engineers, sales representatives, and customer success to follow up on customer issues for the team, ensuring the troubleshooting process moves smoothly.
• Contribute to product documentation, customer knowledge base, and best practices guides
• Work on reporting and trending to help determine areas of improvement, training and product revision.
• Continuously improve process and tools for normal, repetitive support tasks
• On-call escalation point for the team.
Required education
High School Diploma/GED
Preferred education
Bachelor's Degree
Required technical and professional expertise
• At least 5 years of Support Engineering experience.
• A minimum of 5 years DevOps Engineering, Software Engineering, or System Administration experience
• Well-organized, excellent work ethic, attention to detail, and self-starting
• Strong written and verbal communication skills - technical writing experience a plus
• Experience troubleshooting and resolving urgent, high-visibility technical problems
• Ability to read sophisticated code (Go) for troubleshooting and familiarity with GitHub
• Based in the Netherlands - commuting distance to Amsterdam or other major cities
• Work in-office a minimum of 1-3 times per week, depending upon your work location
Preferred technical and professional experience
• Bachelor's degree in computer science, IT, Technical Writing, or equivalent professional experience
• Experience with REST APIs and command line tools
• Strong preference for practitioner or production experience with Terraform/Terraform Enterprise or Terraform Cloud
• Experience with scripting tool of choice to help automate reproduction environments (for example, Bash, Python, PowerShell)
• Familiarity with Distributed Systems, Microservice architecture, and Containers
- Interest in cloud adoption and technology at scale
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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