Senior Support Engineer - 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

This position involves contributing to IBM HashiCorp's offerings, 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 will thrive in a fast-paced environment that values clear communication, strong collaboration, and a focus on achieving results. You are a self-starter, detail-oriented, and possess a passion for automation, process improvement, and effective problem-solving.

Reporting to the Manager of Support Engineering, this Senior Support Engineer will be a crucial member of the support organization, directly contributing to customer satisfaction and success. You will tackle complex technical challenges related to Consul and Nomad, independently identifying and implementing viable solutions. Furthermore, you will contribute to the evolution of both products through active participation in product discussions. You will engage in customer meetings as necessary to diagnose, debug, and resolve issues, acting as a key liaison between our customers and HashiCorp Engineering. Our Support Engineers are also expected to contribute to and enhance documentation, provide input on feature development, and, where feasible, implement bug fixes based on valuable customer feedback.

What you’ll do :

Reproduce and debug customer issues by developing and utilizing test environments and tools.

Efficiently triage and address incoming support requests via our ticketing system within established SLAs, including managing high-severity, urgent cases.

Thoroughly document and record all customer interactions and activities in compliance with internal and external security protocols.

Actively participate in product engineering meetings to discuss support-related issues and provide valuable insights.

Collaborate effectively with engineers, sales engineers, sales representatives, and account managers to schedule, coordinate, and lead technical debugging sessions with customers.

Contribute to the creation and maintenance of product documentation, customer knowledge base articles, and best practices guides for Consul and Nomad.

Continuously identify and implement improvements to support processes and tools to streamline common and repetitive tasks.

Participate in a periodic on-call rotation.

First 90 Days

30 Days : Develop a holistic understanding of the product and its interaction within the broader HashiCorp product suite. Successfully execute all common workflows. Make at least one contribution to enhance or expand the product documentation or installation guides. Gain practical experience with the core components.

60 Days : Independently triage and effectively communicate with customers regarding inquiries. Participate in live customer debugging calls. Author at least one "customer knowledge base" article in your area of subject matter expertise.

90 Days : Demonstrate the ability to independently resolve and respond to production-down issues with minimal guidance. Be capable of handling any support ticket without direct assistance. Independently identify error sources and determine root causes by analyzing log files. Contribute to the ongoing development of KB articles that will benefit our customers.

Beyond 90 Days : Expanding Expertise Following the initial 90 days, the expectation will be to begin developing proficiency in the other product ( either Nomad, if the initial focus was on Consul, or Consul, if the initial focus was on Nomad). This journey will include; Actively participating in training and self-study to gain a comprehensive understanding of the second product. Gradually taking on support tickets related to the second product, with mentorship and guidance as needed. Contributing to documentation and knowledge base articles for the second product. Collaborating with team members who have expertise in the second product to learn best practices and troubleshooting techniques. Aiming to achieve a level of proficiency in the second product that allows for independent handling of a significant portion of support requests within a reasonable timeframe (e.g., within the first 6-12 months).

Required technical and professional expertise

5+ years of Support Engineering experience (or comparable customer-facing technical role), preferably for mission-critical software

5+ years of experience in DevOps Engineering, Software Engineering, or System Administration within a Linux-based environment.

Experience with Kubernetes and OpenShift

Proficiency in a scripting language (e.g., Bash, Python, PowerShell) to automate reproduction environments.

The ability to read and understand complex code (Go) for troubleshooting purposes and familiarity with GitHub. Experience working with REST APIs and command-line tools.

Experience with CI / CD pipelines and tools.

Knowledge of networking concepts, including TCP / IP, DNS, and load balancing.

Strong written and verbal communication skills, with technical writing experience being a plus.

Excellent organizational skills, a strong work ethic, attention to detail, and the ability to self-start.

Proven experience in troubleshooting and resolving urgent, high-visibility technical problems.

Familiarity with Distributed Systems, Microservice architecture, and Containers.

Excellent problem-solving, analytical, and troubleshooting abilities.

Preferred technical and professional experience

A Bachelor’s degree in Computer Science, IT, Technical Writing, or equivalent professional experience.

Experience with both Consul and Nomad is highly desirable. Experience with cloud providers like AWS, Azure, or GCP.

Familiarity with monitoring and logging tools such as Prometheus and Grafana.

Proficiency in HashiCorp Configuration Language (HCL) and / or JSON.

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.

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