内容へスキップ
はじめに

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.

役割と責任

About the Role

HashiCorp is looking for a high-caliber customer facing engineering professional to join its Support Engineering team in Noida, India. This is an exciting opportunity to join a small team and have a direct impact on HashiCorp’s fast growing business. This highly visible position will be an integral part of both the support engineering and Terraform Open Source/Enterprise teams. You are a fit if you thrive in a fast-paced culture that values essential communication, collaboration, and results. You are a self-motivated, detail-oriented individual with an eye for automation, process improvement, and problem solving.

Reporting to the Manager, Support Engineering, the Support Engineer will be a key member of the Customer Success organization and will directly impact customer satisfaction and success. The Support engineer will troubleshoot complex issues related to Terraform Enterprise and independently work to find viable solutions. They will contribute to product growth and development via weekly product and marketing meetings. The Support Engineer will attend customer meetings as needed to help identify, debug and resolve the customer issue and is expected to be a liaison between the customer and HashiCorp engineering. When possible the Support Engineer will update and improve product documentation, guide feature development, and implement bug fixes based on customer feedback.

 

RESPONSIBILITIES

  • Triage and solve incoming support requests via Zendesk within SLA
  • Document and record all activity and communication with customers in accordance to both internal and external security standards
  • Reproduce and debug customer issues by building or using existing tooling or configurations
  • Collaborate with engineers, sales engineers, sales representatives, and technical account managers to schedule, coordinate, and lead customer installs or debugging calls
  • Contribute to create knowledge base articles, and best practices guides
  • Continuously improve process and tools for normal, repetitive support tasks
  • Periodic on-call rotation for production-down issues
  • Weekly days off scheduled every week on rotation on any day of the week

 

Goals:

30 days: you should be able to -

  • Write a simple TF configuration and apply it in TFE to deploy infrastructure
  • Holistic understanding of (P)TFE and the interaction with the TF ecosystem
  • Successfully perform all common work flows within Terraform Enterprise
  • One contribution to extend or improve product documentation or install guides
  • Ability to answer Level 1 support inquiries with minimal assistance

60 days: you should be able to -

  • Effectively triage and respond to Level 1 & 2 inquiries independently
  • Provision and bootstrap (P)TFE instance with low-touch from engineering
  • Ride along on 1-2 live customer install calls
  • Locate and unpack the customer log files. Familiarity with its contents
  • Apply TF configurations to deploy infrastructure in AWS, Azure, and Google Cloud
  • Author one customer knowledge base article from area of subject matter expertise

90 days: you should be able to -

  • Effectively triage and respond to a production down issue with minimal assistance
  • Run point on a live customer install without assistance
  • Independently find points of error and identify root cause in the customer log files and report relevant details to engineering
  • Implement small bug fixes or feature improvements
  • Reproduce a TF bug or error by creating a suitable configuration
必要とされる学歴
学士号
必要な専門的および技術的知識
  • 4+ years Support Engineering, Software Engineering, or System Administration experience
  • Expertise in Open Source and SaaS is a major advantage
  • Excellent presence; strong written and verbal communication skills
  • Upbeat, passionate, and unparalleled customer focus
  • Well-organized, has excellent work ethic, pays attention to detail, and self-starting
  • Experience managing and influencing change in organizations
  • Working knowledge  with Docker, Kubernetes
  • Familiar with networking concept
  • Experience developing a program, script, or tool that was released or used is an advantage
  • Strong understanding of Linux or Windows command line environments
  • Interest in cloud adoption and technology at scale
歓迎する専門的および技術的経験

Familiarity with IBM and HashiCorp products and services

事業部門について

IBMソフトウェアは、機械学習から生成AIまで、中核ビジネス運営にインテリジェンスを組み込み、組織がより即応的、生産的、およびレジリエントになれるように支援します。 IBMソフトウェアは、お客様がAIを今すぐ活用して、デジタルレイバー、IT自動化、アプリケーションのモダナイゼーション、セキュリティー、サステナビリティーにわたり、信頼性とスピードを兼ね備えた上で確信の持てる、真の価値を創造できるように支援します。 AIの有効性は、その基となるデータの有効性と同等になるため、ここで重要となるのは、すべてのデータを活用可能にすることです。 ほとんどの組織では、データが複数のクラウド、オンプレミス、プライベート・データセンター、エッジに分散しています。 IBMのAIおよびデータのプラットフォームは、信頼できるデータでAIの効果を拡張および加速し、ビジネス全体にAIのトレーニング、調整、導入を行うための先進の機能を提供します。 IBMのハイブリッドクラウド・プラットフォームは、ハイブリッド環境全体で開発、セキュリティー、運用を行うための最も包括的で一貫性のあるアプローチのひとつです。柔軟なファウンデーションとして、データを場所を問わず活用できるようにするため、AIを拡張してビジネスに深く浸透させることが可能になります。

あなたの人生 @ 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?

IBM について

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 50 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, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

その他の関連する職務の詳細

When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience. For additional information about location requirements, please discuss with the recruiter following submission of your application.