Job
Description
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 customersgather 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
Required education Bachelor's Degree 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 systemsGit, 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.
