**Introduction** A career in IBM Software means you’ll be part of a team that transforms our customer’s challenges into solutions. Seeking new possibilities and always staying curious, we are a team dedicated to creating the world’s leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career. IBM’s product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive. **Your role and responsibilities** IBM is looking for a high-caliber customer facing engineering professional to join its Support Engineering team as a Sr. Support Engineer for Terraform Enterprise products for the Netherlands-based team. This is an exciting opportunity to join a fast-paced high-volume team and have a direct impact on IBM's growing business. This highly visible position will be an integral part of both the support engineering and Terraform Enterprise teams. You are a fit if you thrive in a fast-paced culture that values essential communication, collaboration, and results. This person is a self-motivated, detailed individual with an eye for communication, automation, process improvement, and problem solving. Reporting to the Sr. Manager, Support Engineering, this Sr. Support Engineer will be a key member of the Support organization and advocate for customer satisfaction and success. This individual will solve sophisticated issues related to Terraform and Terraform Enterprise and independently work to find viable solutions. They will attend customer meetings as needed to help identify, debug and resolve customer issues and are expected to be a liaison between the customer and IBM engineering. Roles & Responsibilities Reproduce and debug customer issues by using or building test environments and tools. Manage all incoming SEV-1s or handoffs to US time zone, ensure the on-call Support Engineer has support while troubleshooting and updates to leadership are provided as necessary Collaborate as one team with all global teams Document and record all activity and communication with customers in accordance with both internal and external security standards Attend product engineering meetings to discuss issues pertinent to support Collaborate with engineers, sales engineers, sales representatives, and customer success to follow up on customer issues for the team, ensuring the troubleshooting process moves smoothly. Contribute to product documentation, customer knowledge base, and best practices guides Work on reporting and trending to help determine areas of improvement, training and product revision. Continuously improve process and tools for normal, repetitive support tasks On-call escalation point for the team. **Required technical and professional expertise** · At least 5 years of Support Engineering experience. · A minimum of 5 years DevOps Engineering, Software Engineering, or System Administration experience · Well-organized, excellent work ethic, attention to detail, and self-starting · Strong written and verbal communication skills — technical writing experience a plus · Experience troubleshooting and resolving urgent, high-visibility technical problems · Ability to read sophisticated code (Go) for troubleshooting and familiarity with GitHub · Based in the Netherlands - commuting distance to Amsterdam or other major cities · Work in-office a minimum of 1-3 times per week, depending upon your work location **Preferred technical and professional experience** · Bachelor’s degree in computer science, IT, Technical Writing, or equivalent professional experience · Experience with REST APIs and command line tools · Strong preference for practitioner or production experience with Terraform/Terraform Enterprise or Terraform Cloud · Experience with scripting tool of choice to help automate reproduction environments (for example, Bash, Python, PowerShell) · Familiarity with Distributed Systems, Microservice architecture, and Containers * Interest in cloud adoption and technology at scale 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. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.