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 ResponsibilitiesReproduce and debug customer issues and work to find viable solutionsYou will attend customer meetings as needed to help debug the product, and are expected to be a liaison between the customer and HashiCorp engineeringWhen possible, our Support Engineer updates and improves product documentation, guides feature development, and assists in implementing bug fixes based on customer needsHandle Sev-1 tickets in accordance with 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 articlesPreferred EducationBachelor's DegreeRequired Technical And Professional ExpertiseAt least 2 years of Customer Support, Support Engineering, DevOps Engineering, Software Engineering, or System Administration experienceFamiliarity with Linux, CI/CD pipelines, Bash, PowerShellVirtualization and Cloud technologiesExperience using version control systems: Git, GitHubFamiliarity with cloud platforms such as AWS, Azure, and 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 (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