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IBM is looking for a high-caliber customer facing engineering professional to join its Support Engineering team as a Sr. Support Engineer for Terraform Enterprise products for the Netherlands-based team.
This is an exciting opportunity to join a fast-paced high-volume team and have a direct impact on IBM’s growing business. This highly visible position will be an integral part of both the support engineering and Terraform Enterprise teams. You are a fit if you thrive in a fast-paced culture that values essential communication collaboration and results. This person is a self-motivated detailed individual with an eye for communication automation process improvement and problem solving.
Reporting to the Sr. Manager Support Engineering this Sr. Support Engineer will be a key member of the Support organization and advocate for customer satisfaction and success. This individual will solve sophisticated issues related to Terraform and Terraform Enterprise and independently work to find viable solutions. They will attend customer meetings as needed to help identify debug and resolve customer issues and are expected to be a liaison between the customer and IBM engineering.
Roles & Responsibilities
· Reproduce and debug customer issues by using or building test environments and tools.
· Manage all incoming SEV-1s or handoffs to US time zone ensure the on-call Support Engineer has support while troubleshooting and updates to leadership are provided as necessary
· Collaborate as one team with all global teams
· Document and record all activity and communication with customers in accordance with both internal and external security standards
· Attend product engineering meetings to discuss issues pertinent to support
· Collaborate with engineers sales engineers sales representatives and customer success to follow up on customer issues for the team ensuring the troubleshooting process moves smoothly.
· Contribute to product documentation customer knowledge base and best practices guides
· Work on reporting and trending to help determine areas of improvement training and product revision.
· Continuously improve process and tools for normal repetitive support tasks
· On-call escalation point for the team.
· At least 5 years of Support Engineering experience.
· A minimum of 5 years DevOps Engineering Software Engineering or System Administration experience
· Well-organized excellent work ethic attention to detail and self-starting
· Strong written and verbal communication skills — technical writing experience a plus
· Experience troubleshooting and resolving urgent high-visibility technical problems
· Ability to read sophisticated code (Go) for troubleshooting and familiarity with GitHub
· Based in the Netherlands - commuting distance to Amsterdam or other major cities
· Work in-office a minimum of 1-3 times per week depending upon your work location
· Bachelor’s degree in computer science IT Technical Writing or equivalent professional experience
· Experience with REST APIs and command line tools
· Strong preference for practitioner or production experience with Terraform/Terraform Enterprise or Terraform Cloud
· Experience with scripting tool of choice to help automate reproduction environments (for example Bash Python PowerShell)
· Familiarity with Distributed Systems Microservice architecture and Containers
- Interest in cloud adoption and technology at scale