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Introduction

As HashiCorp continues to grow its product portfolio and customer base, we are looking for the best talent for our Support Engineering organisation! These are our customer-facing teams that provide deep technical support for our Cloud product portfolio – Terraform (CLI), HCP Terraform, and HashiCorp Platform (HCP).

Beware, these are not call-centre or service desk roles. The majority of our tickets require product expertise and thorough investigation, at times working with Engineering to fix product defects in the code.

Due to the nature of our products, most of our customers are IT Experts and Engineers, so you can expect to be collaborating with industry peers to tackle interesting issues!

Rôle et responsabilités
  • The Support Engineer will triage incoming issues related to the Terraform Core binary and Official Providers and work to find viable solutions.
  • Reproduce and debug customer issues by writing Infrastructure as Code configuration
  • You will contribute to product growth and development via attending product meetings.
  • You will attend customer meetings as needed to help debug the product and are expected to be a liaison between the customer and HashiCorp engineering.
  • When possible, our Support Engineer updates and improves product documentation, guides feature development, and assists in implementing bug fixes based on customer needs.
  • Collaborate with engineers, sales engineers, sales representatives, and technical account managers to schedule, coordinate, and lead customer instals or debugging calls
  • Handle Sev-1 tickets according to our process
  • Collaborate with Engineering and participate in beta testing for new product features
  • Give concrete feedback to improve processes and tools
  • Learn from feedback and ticket-based mentoring provided to ensure world-class customer experiences
  • Knowledge Sharing - including Documentation, KB articles and mentoring of new joiners
Formation requise
Diplôme de fin d'études secondaires/de formation générale
Formation souhaitée
Baccalauréat
Expertise professionnelle et technique requise
  • At least 4 years of Customer Support, Support Engineering, Network Engineering, DevOps Engineering, Software Engineering, or System Administration experience
  • Familiarity with Linux, CI/CD pipelines, Bash, PowerShell
  • Virtualization and Cloud technologies - experience is a must
  • Development background or familiarity with debugging code, especially Go
  • Experience contributing to Open Source projects and using version control systems: Git, GitHub
  • Familiarity with cloud platforms such as AWS, Azure, GCP
  • Familiarity with containerization technologies such as Docker, Kubernetes (basic understanding)
  • Familiarity with REST APIs
  • Basic knowledge in SQL & relational databases
  • Good understanding of compute networking - any relevant certification is a plus (e.g. CCNA certified)
  • Basic knowledge and experience with logging/monitoring systems - ELK stack, Grafana/Prometheus/DataDog etc.
  • Excellent written and verbal communication skills in English
  • Self-driven, curious-by-design and eager to learn our products
  • Work 8 hours during the Bulgaria business hours (10AM to 7PM local time)
  • Work at the IBM office (near airport) at least 1 day per week 
  • Be available for weekend stand-by once every 4-6 weeks

L'unité commerciale

Logiciels IBM insuffle de l'intelligence dans les opérations commerciales de base — de l'apprentissage machine à l'IA générative — pour aider à rendre les organisations plus réactives, plus productives et plus résilientes. Logiciels IBM aide les clients à mettre l'IA en action dès maintenant pour créer une valeur réelle avec confiance, rapidité et assurance dans les domaines du travail numérique, de l'automatisation informatique, de la modernisation des applications, de la sécurité et de la durabilité. La capacité d'utiliser toutes les données est essentielle à cet égard, car la valeur de l'IA dépend de la valeur des données qui l'alimentent. Dans la plupart des organisations, les données sont réparties sur plusieurs nuages, sur site, dans des centres de données privés et à la périphérie. La plateforme d'IA et de données d'IBM permet de faire évoluer et d'accélérer l'impact de l'IA avec des données fiables, et fournit des capacités de pointe pour former, ajuster et déployer l'IA dans l'ensemble d'une entreprise. La plateforme infonuagique hybride d'IBM est l'une des approches les plus complètes et les plus cohérentes en matière de développement, de sécurité et d'exploitation dans des environnements hybrides, ce qui constitue une base flexible pour tirer parti des données, où qu'elles se trouvent, afin de bien ancrer l'IA au sein d'une entreprise.

VOTRE VIE CHEZ 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?

À propos d'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.

Autres détails pertinents sur le poste

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