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.
This role serves as a field-aligned nerve center for customer demand signals - synthesizing feature request and customer escalation inputs product telemetry sales feedback and competitive moves into clear insights that guide prioritization . Partnering with senior portfolio specialists they ensure follow-through across PM/ Eng/Design interlocks connect requests to engineering work and keep account teams aligned. By translating technical product knowledge into crisp analysis and recommendations they help the organization choose the right bets and accelerate outcomes that matter to customers.
What you’ll do (responsibilities):
Own the field feedback loops : Track customer asks maintain SLAs and close the loop with requestors ; keeping a clean source of truth. Assist Sr. Technical Portfolio Architects with feedback loops related to win / loss program and the associated account teams
Field Alignment : Ensure customer and PM engagements are current by partnering with PMs to drive timely updates . Flag gaps and disconnects where there isn’t alignment to strategy and customer outcomes . Ensure timely feedback and response from the field to ensure tight alignment with product.
Feature Request Quality Control : Review Feature Requests for completeness (problem impact repro customer priority); improve quality before escalation . Ensure appropriate accounts and opportunities are linked for maximum impact and knowledge of priorities for our customers . Maintain field communications to ensure they are up to date on status and approach of solutions and customer satisfaction.
Workshops /Demos QA : Act as SME to help review workshops /demos to ensure alignment with sales plays. Coordinate with the Customer Design Labs team to meet technical acceptance criteria; collect feedback and keep the asset library current.
Research & analysis : Assist Sr. Technical Portfolio Architects to pull data from CRM telemetry support and win/loss; to analyze trends and surface themes that inform prioritie.
Technical & Competitive validation : Work with our Solutions Architecture team to reproduce customer scenarios stand up sample configs /demos and verify integrations to inform recommendations . Coordinate simple lab validations to reproduce competitor claims (with senior review).
Deliverables: weekly (CER/CCE/FR status blockers links to eng items). Request Hygiene Report Monthly utilized in executive leadership rollup reporting . Customer & Competitive Pulse Workshop/Demo QA notes and acceptance checklist updates . SME/EPD Action Register with closure tracking.
Technical knowledge of HashiCorp’s suite including Terraform Vault Consul and Boundary. Working knowledge of cloud/infrastructure /security; ability to get hands-on with our products .
An understanding of DevOps processes automation and best practices.
Familiarity with emerging products like Nomad Packer and Waypoint.
Experience in a technical analyst product ops Solutions Engineer or similar role and extensive experience of industry.
Comfort with spreadsheets and basic SQL/scripting.
Familiarity with Jira/roadmap tools and CRM/support systems .
Fluent in English
Familiarity with BI/ enablement tools.
Strong organization and crisp writing; fast accurate documentation and updates .