Senior Support Engineer

Introduction A career in IBM Software means youu2019ll be part of a team that transforms our customeru2019s challenges into solutions.Seeking new possibilities and always staying curious, we are a team dedicated to creating the worldu2019s leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career.IBMu2019s product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive. Your role and responsibilities Reporting to the Manager of Support Engineering, the Senior Support Engineer will be a key member of the Global Support & Services organization and advocate for customer satisfaction and success. The Sr. Support Engineer will troubleshoot complex issues related to Terraform Core and Providers and work to find viable solutions while maintaining detailed communication with customers and responsiveness to their needs. They will contribute to product growth and development via weekly product meetings. The Senior Support Engineer will attend customer meetings as needed to help identify, debug and resolve the customer issue and will serve as a liaison between the customer and HashiCorp engineering.This role will be a part of our Terraform Support Engineering team. This is an exciting opportunity to join a small team and have a direct impact on HashiCorpu2019s fast growing business.Your primary responsibilities include:Triage and solve incoming support requests via Zendesk within SLADocument and record all activity and communication with customers in accordance to both internal and external security standardsReproduce and debug customer issues by using or building existing tooling or configurationAttend product engineering meetings to discuss issues pertinent to supportCollaborate with engineers, sales engineers, sales representatives, and technical account managers to schedule, coordinate, and lead customer installs or debugging callsContribute to product documentation, customer knowledge base, and best practices guidesContinuously improve process and tools for normal, repetitive support tasks Periodic on-call rotation Proficiency in English is required, with fluency in multiple languages considered advantageous.Goals:Within first 60 days:Complete assigned onboarding tasks and trainingDevelop a holistic understanding of the TF ecosystemSuccessfully perform all common work flows using TerraformDeep dive into Terraform Core/CLILocate, unpack and become familiar with the contents of customer log filesEffectively search for prior similar issues within ticketing system and the knowledge baseShadow customer tickets and troubleshooting callsAuthor one customer knowledge base article from area of subject matter expertiseWithin first 90 days:Consistently contribute to the Knowledge BaseRun point on a live customer case without assistanceIndependently find points of error and identify root causeContribute to product documentationComplete Terraform Certification successfullyJoin on call rotation Required technical and professional expertise 5+ years Support Engineering (or comparable customer-facing technical role), preferably for mission-critical software,DevOps, Software Engineering or System Administration experience is a plusExperience with Terraform or Terraform Enterprise is a plusDevelopment background or familiarity with debugging codeExpertise in Open Source and SaaS is a major advantageExcellent presence; strong written and verbal communication skillsUpbeat, passionate, and unparalleled customer focusWell-organized, excellent work ethic, attention to detail, and self-startingProblem solving, analytical, and troubleshooting skillsFamiliarity with Ruby on Rails, Ember.js, Bash, or GoInterest in cloud adoption and technology at scale Preferred technical and professional experience Bacheloru2019s degree in Computer Science or equivalent professional experienceIBM 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.

Created: 2025-11-21