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.
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:
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Troubleshoot complex issues related to HCP Products and work to find viable solutions while maintaining detailed communication with customers.
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Reproduce and debug customer issues by building or using existing test environments and tools.
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Communicate tactfully with customers: gather info provide diagnostic and resolution steps convey process and product guidance
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Solve incoming technical support requests within SLA including high-severity urgent cases.
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Continuously increase knowledge and help train the team on 3rd party technologies that integrate with HCP Products.
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Identify and communicate product usage trends bugs and feature requests at weekly product engineering meetings
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Collaborate with account managers to schedule coordinate and lead customer debugging calls
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Document and record all activity with customers in accordance with both internal and external security standards
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Contribute to product documentation customer knowledge base and best practices guides
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Continuously improve processes and tools in collaboration with the team
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Periodic on-call rotation for production-down issues
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At least 4 years of Customer Support Support Engineering Network Engineering DevOps Engineering Software Engineering or System Administration experience
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Familiarity with Linux CI/CD pipelines Bash PowerShell
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Experience with any of the cloud platforms such as AWS Azure and GCP is a must.
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Good networking and troubleshooting skills
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Experience contributing to Open Source projects and using version control systems: Git GitHub
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Familiarity with containerization technologies such as Docker Kubernetes (basic understanding)
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Basic knowledge and experience with logging/monitoring systems - ELK stack Grafana/Prometheus/DataDog etc.
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Experience or knowledge with Vault; other HashiCorp tools is a plus
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Excellent written and verbal communication skills in English
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Able to work from the Noida IND office 2-3 days a week
Familiarity with IBM & HashiCorp products and services.