Engineer II - Remote

IBM Software Customer Engineering Role

A career in IBM Software means you'll be part of a team that transforms our customer's challenges into industry-leading solutions. We are an infinitely curious team, always seeking new possibilities, and dedicated to creating the world's leading AI-powered, cloud-native software solutions. Our renowned legacy creates endless global opportunities for our network of IBMers. We are a team of deep product experts, ensuring exceptional client experiences, with a focus on delivery, excellence, and obsession over customer outcomes. This position involves contributing to HashiCorp's offerings, now part of IBM, which empower organizations to automate and secure multi-cloud and hybrid environments. You will join a team managing the lifecycle of infrastructure and security, enhancing IBM's cloud solutions to ensure enterprises achieve efficiency, security, and scalability in their cloud journey.

About the role, the Customer Engineering team is the front line for resolving our most complex technical escalations. We are a small, agile team of software engineers who dive deep into critical customer issues, partner concerns, and features to sustain and enhance our Vault product. This role is a unique blend of engineering and customer advocacy. You won't just be fixing bugs; you'll be a key problem-solver, performing root cause analysis, building tools, and mentoring early-career engineers. You'll be a crucial link between our customers, and our product engineering teams, ensuring we deliver a phenomenal and reliable secrets management tool for businesses of all sizes.

In this role, you can expect to:

• Own the resolution of critical customer escalations, working closely with our support, product, and engineering teams to address customer outages, performance degradations, and intricate technical challenges.
• Conduct deep-dive root cause analysis by recreating complex customer environments and systematically diagnosing issues to get to the core of the problem.
• Be a proactive communicator, providing regular, transparent status updates to all relevant stakeholders and documenting solutions and workarounds.
• Contribute directly to the Vault codebase by implementing bug fixes, developing enhancements, and refining the tools that improve our team's efficiency.
• Convert major issues into clear, actionable backlog items for the core engineering team, ensuring that customer feedback drives product improvements.
• Develop and refine troubleshooting runbooks to empower our support teams, reduce duplicate escalations, and help build a collective knowledge base.
• Participate in the team's mentorship mission, helping to train and coach early-career engineers.

This job can be performed from anywhere in the US.

Required technical and professional expertise:

• A natural problem-solver who is excited by the challenge of tackling our most difficult technical issues. You don't just find the solution; you find the root cause.
• A collaborative communicator who believes in sharing knowledge openly and providing clear, timely updates to stakeholders.
• Passionate about building a great user experience—whether that's through fixing a bug, writing a tool to help the team, or improving documentation.
• Experienced in a distributed systems environment, with hands-on experience in a programming language like Go and with technologies like Kubernetes.
• A deep understanding of security, identity, and secrets management concepts, with hands-on experience using and operating Vault in production environments.

Preferred technical and professional experience:

• Motivated by the mission of mentoring and developing others. You believe in building up the people around you and fostering a strong team environment.

IBM is committed to creating a diverse environment and 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, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics.