Support Engineer - HashiCorp Cloud
- IBM
- 4 - 9 years
- Noida, Gurugram
- 3 months ago
- Email to a friend
- Report this job
Job Description
This position requires working onsite in the Noida, IND office 2-3 days a week .
IBM is looking for an experienced customer facing engineering professional to join its HCP Support Engineering team. This is an exciting opportunity to join a small team and have a direct impact on IBMs fast growing business. This highly visible position will be an integral part of both the support engineering and HCP Vault Dedicated product teams. You are a fit if you thrive in a fast-paced culture that values essential communication, collaboration, constant learning, and iteration. You are a self-motivated, tactful, detail-oriented person with an insatiable desire to learn new technology and an eye for automation, customer experience, process improvement, and efficient problem solving.
Reporting to the Manager, Support Engineering, the Support Engineer will be a key member of the Global Support & Services organization and advocate for customer satisfaction and success. They will contribute to product growth and development via weekly product meetings. The Support Engineer will attend customer meetings as needed to help identify, debug and resolve the customer issue and will serve as a liaison between the customer and HashiCorp engineering. When possible the Support Engineer will update and improve product documentation, guide feature development, and build tools to make the support team as a whole more successful.
RESPONSIBILITIES
Triage and solve incoming support requests via Zendesk Support Engineer will troubleshoot complex issues related to HCP Products and work to find viable solutions while maintaining detailed communication with customers.
Reproduce and debug customer issues by building or using existing test environments and tools.
Communicate tactfully with customersgather info, provide diagnostic and resolution steps, convey process and product guidance
Solve incoming technical support requests within SLA, including high-severity urgent cases
Continuously increase knowledge and help train the team on 3rd party technologies that integrate with HCP Products.
Identify and communicate product usage trends, bugs and feature requests at weekly product engineering meetings
Collaborate with account managers to schedule, coordinate, and lead customer debugging calls
Document and record all activity with customers in accordance to both internal and external security standards
Contribute to product documentation, customer knowledge base, and best practices guides
Continuously improve process and tools in collaboration with the team
Periodic on-call rotation for production-down issues Required education
Bachelor's Degree Preferred education
Master's Degree Required technical and professional expertise
4+ years of Support Engineering experience (or comparable customer-facing technical role), preferably for mission-critical software
Possess the following attributesConfidence, Positivity and Adaptability.
Experience troubleshooting and resolving urgent, high-visibility technical problems
Experience communicating clearly and effectively, both verbally and in writing
Experience working with Enterprise customers and advocating for customer experience
Experience with major cloud platforms, distributed systems, microservice architecture, and containers is a plus
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: Cloud System AdministrationEmployement Type: Full timeContact Details:
Company: IBMLocation(s): Noida, Gurugram
Keyskills: engineering support distribution system process improvement microservices troubleshooting container kubernetes microsoft azure cloud platforms cloud support docker ansible amazon ec2 technical support gcp devops linux jenkins aws
Similar positions
IBM
At Accelalpha, an IBM Company, we are experts at implementing, integrating, and managing Oracle Cloud Applications. We help to solve business problems with supply chain and logistics processes, procurement, customers experience when they buy, and enterprise-wide financial planning and reporting. We ...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in