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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

Our team provides expert technical support for customers using HCP Terraform. We help users troubleshoot issues, understand best practices, and optimize their Terraform configurations on the HashiCorp Cloud Platform. Our goal is to ensure a smooth and successful experience with HCP Terraform, empowering customers to efficiently manage their infrastructure as code.

What you’ll do (responsibilities)

An engineer supporting HCP Terraform customers typically handles a wide range of responsibilities to ensure smooth operation and effective use of the platform. Here are the high-level responsibilities:

* Support Engineers will 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 to both internal and external security standards

* Contribute to product documentation, customer knowledge base, and best practices guides

* Continuously improve process and tools in collaboration with the team

* Periodic on-call rotation for production-down issues

* Able to work from the Austin, TX office 1-2 days a week

Required technical and professional expertise

Experience and very good understanding on how infrastructure as code works.5+ years of Support Engineering experience (or comparable customer-facing technical role), preferably for mission-critical software

* Possess the following attributes: Confidence, Positivity and Adaptability.

* Experience troubleshooting and resolving urgent, high-visibility technical problems.

* Experience communicating clearly and effectively, both verbally and in writing.

* Experience working with Enterprise customers and advocating for customer experience.

* Experience with major cloud platforms, VCS platforms, distributed systems, microservice architecture, and containers.

* Experience with scripting tool of choice to help automate reproduction environments (for example, Bash, Python).

* Ability to read complex code for troubleshooting and familiarity with Github.

* Experience with REST APIs and command line tools.

* Well-organized, excellent work ethic, attention to detail, and ability to learn new technologies quickly.

* Excellent problem solving, analytical, and troubleshooting skills.

Preferred technical and professional experience

* DevOps Engineering, Software Engineering, and/or System Administration experience.

* Experience with HashiCorp tools, ideally with Terraform or HCP Terraform.

* Certifications at the Associate/Expert/Professional level for AWS, Azure, or GCP.

* Bachelor’s degree in Computer Science.

IBM is committed to creating a diverse environment and 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, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.