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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

HashiCorp is looking for an experienced customer facing engineering professional to join its HCP 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 both the support engineering and HCP Open Source/Enterprise teams. You are a fit if you thrive in a fast-paced culture that values essential communication, collaboration, constant learning, and iteration. You are a self-motivated, tactful, detail-oriented person with an insatiable desire to learn new technology and an eye for automation, customer experience, process improvement, and efficient problem solving.

Reporting to the Support Engineering Manager, the Support Engineer will be a key member of the Global Support & Services organization and advocate for customer satisfaction and success. They will contribute to product growth and development via weekly product meetings. The Support Engineer will attend customer meetings as needed to help identify, debug and resolve the customer account/billing issues and will serve as a liaison between the customer and HashiCorp engineering. When possible, the Support Engineer will update and improve product documentation, guide feature development, and build tools to make the support team more successful.

Must be located in Austin, TX

Responsibilities:

* Support Engineer will troubleshoot complex issues related to HCP Products and work to find viable solutions while maintaining detailed communication with customers.

* For this specific role, Support Engineer will be assisting with account/user management and billing tickets.

* Opportunity for cross-product support training.

* 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

Required technical and professional expertise

* 2 or more 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

* 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

* Cloud System Administration experience

* Experience with HashiCorp tools

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

* Familiarity  with scripting tools of choice to help automate reproduction environments (for example, Bash, Python)

* Familiarity with reviewing code for troubleshooting and familiarity with Github

* Experience with REST APIs and command line tools

* Bachelor’s degree in Computer Science or equivalent professional experience preferred

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.