Introduction

As IBM 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!

Your role and responsibilities

• Reproduce and debug customer issues and work to find viable solutions
• 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
• Handle Sev-1 tickets in accordance with 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

Required education

High School Diploma/GED

Preferred education

Bachelor's Degree

Required technical and professional expertise

• At least 2 years of Customer Support, Support Engineering, DevOps Engineering, Software Engineering, or System Administration experience
• Familiarity with Linux, CI/CD pipelines, Bash, PowerShell
• Virtualization and Cloud technologies
• Experience using version control systems: Git, GitHub
• Familiarity with cloud platforms such as AWS, Azure, and 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