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Introducción

A career in IBM Software means you’ll be part of a team that transforms our customer’s challenges into solutions.

Seeking new possibilities and always staying curious, we are a team dedicated to creating the world’s 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.

IBM’s product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.

Su función y responsabilidades

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.

Educación requerida
Diploma de secundaria / GED
Educación preferida
Maestría
Experiencia profesional y técnica requerida

·       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

Experiencia técnica y profesional preferida

·       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

Acerca de la Unidad de Negocios

IBM Software es la unidad de negocio que infunsiona inteligencia en las operaciones comerciales, desde el aprendizaje automático hasta la IA generativa, para ayudar a que las organizaciones sean más receptivas, productivas y resilientes. IBM Software ayuda a los clientes a poner la IA en acción ahora para crear valor real con confianza, velocidad y confianza en el trabajo digital, la automatización de TI, la modernización de aplicaciones, la seguridad y la sostenibilidad. Para lograrlo, es esencial aprovechar al máximo todos los datos disponibles, ya que la calidad y eficacia de la inteligencia artificial dependen directamente de los datos que la sustentan. En la mayoría de las organizaciones, los datos se distribuyen en múltiples nubes, en las instalaciones, en centros de datos privados y en el borde.La plataforma de datos e inteligencia artificial de IBM potencia y amplifica el impacto de la IA a través de datos confiables, ofreciendo capacidades avanzadas para entrenar, ajustar y desplegar inteligencia artificial a escala empresarial. Por su parte, la plataforma de nube híbrida de IBM se destaca como una de las soluciones más completas y consistentes, integrando desarrollo, seguridad y operaciones en entornos híbridos. Esta base flexible permite aprovechar los datos, sin importar dónde se encuentren, e incorporar la inteligencia artificial de manera profunda y estratégica en toda la organización.

SU VIDA @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

 

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

 

Are you ready to be an IBMer?

Acerca de IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

 

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business. 

 

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM 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, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Otros detalles relevantes del empleo

For additional information about location requirements, please discuss with the recruiter following submission of your application.