Sr. Support Engineer - Infrastructure, HCP

IntroductionAs 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 ResponsibilitiesThe 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 configurationYou 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 callsHandle Sev-1 tickets according to our processCollaborate with Engineering and participate in beta testing for new product featuresGive concrete feedback to improve processes and toolsLearn from feedback and ticket-based mentoring provided to ensure world-class customer experiencesKnowledge Sharing - including Documentation, KB articles and mentoring of new joinersPreferred EducationBachelor's DegreeRequired Technical And Professional ExpertiseAt least 4 years of Customer Support, Support Engineering, Network Engineering, DevOps Engineering, Software Engineering, or System Administration experienceFamiliarity with Linux, CI/CD pipelines, Bash, PowerShellVirtualization and Cloud technologies - experience is a mustDevelopment background or familiarity with debugging code, especially GoExperience contributing to Open Source projects and using version control systems: Git, GitHubFamiliarity with cloud platforms such as AWS, Azure, GCPFamiliarity with containerization technologies such as Docker, Kubernetes (basic understanding)Familiarity with REST APIsBasic knowledge in SQL & relational databasesGood 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 EnglishSelf-driven, curious-by-design and eager to learn our productsWork 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