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
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 by 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 installs 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
Required education
High School Diploma/GED
Preferred education
Bachelor’s Degree
Required technical and professional expertise
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 (9AM to 6PM 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
ABOUT BUSINESS UNIT
IBM Software infuses core business operations with intelligence—from machine learning to generative AI—to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM’s AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM’s hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments—a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.
YOUR LIFE @ 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?
ABOUT 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.
OTHER RELEVANT JOB DETAILS
For additional information about location requirements, please discuss with the recruiter following submission of your application.
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
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 by 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 installs 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
Required education
High School Diploma/GED
Preferred education
Bachelor’s Degree
Required technical and professional expertise
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 (9AM to 6PM 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
ABOUT BUSINESS UNIT
IBM Software infuses core business operations with intelligence—from machine learning to generative AI—to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM’s AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM’s hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments—a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.
YOUR LIFE @ 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?
ABOUT 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.
OTHER RELEVANT JOB DETAILS
For additional information about location requirements, please discuss with the recruiter following submission of your application.
