Sr. Serviceability Engineer

Hungry, Humble, Honest, with Heart.

The Opportunity As a Serviceability Engineer, you actively participate in the capacity of an Individual Contributor providing serviceability requirements and working closely with Product Managers and Engineering to track progress of these features. The Serviceability Engineer will perform pre-release product validation and verification, share field lessons learned/issues seen post-release, and drive corresponding serviceability features and tools into product design. This is a challenging position with the opportunity to work collaboratively with professionals in a number of cross functional areas, with a focus on enhancing the customer experience by improving product serviceability and usability.

About the Team The Support Readiness (Serviceability) is a team of 20+ Serviceability Engineers covering various Nutanix products and core components.  The Serviceability Engineer maintains a close pulse on the incoming support cases by performing periodic case reviews and reviewing feedback from support/customers. In addition, they also provide valuable inputs from a customer/support perspective on new features and improvements, ensuring serviceability and supportability are accounted for in the product when designed.

In short, the serviceability team is a bridge between Support and Engineering, working closely with cross-functional teams on various aspects of the product/process to provide our customers with the best product and support experience.

Your Role Develop Business Requirement documents to drive Serviceability improvements in the product

Provide input to Engineering on new products early in the NPI cycle to improve serviceability and diagnostic functions

Review deferred and critical defects with Engineering and follow through to ensure fixes are provided in a timely manner

Work collaboratively through PRD reviews and validation testing with Support and other cross-functional organizations for product/process improvements and developing troubleshooting guides

Work closely with Release Management and Portal team on all SW/ HW releases

Collaborate with Dev Ex and other Engineering functions to prioritize field issues, review test plans and provide input to ensure field issues and other known gaps are included in test automation scripts and results are continually assessed, and lead release criteria testing phase, document test plans/results, track bugs found and monitor bug fix rate

What You Will Bring Ability to effectively influence cross-functional teams through negotiation, collaboration, and conflict management, driving issue resolution and delivering against aggressive goals.

Strong technical expertise in Storage, Virtualization, Disaster Recovery, Networking, Backup solutions, modern Intel/AMD server architectures, firmware, drivers, and storage/networking protocols.

Deep understanding of enterprise virtualization technologies, including VMware vSphere/ESXi, Nutanix AHV, Hyper-V, virtual machine lifecycle management, cluster operations, high availability, live migration, resource optimization, and troubleshooting.

Experience with storage technologies and their integration with virtualization platforms, including SAN, NAS, HCI (Hyper-Converged Infrastructure), data services, storage performance analysis, capacity management, and storage protocols such as iSCSI, NFS, Fibre Channel, and NVMe.Preferred hands-on experience with Nutanix, VMware, or similar virtualization platforms, including the interaction between compute, storage, and networking layers within virtualized environments.

Knowledge of Hyper-Converged Infrastructure (HCI) architecture and operational best practices is highly desirable.

Familiarity with cloud and hybrid-cloud technologies, automation, observability, and infrastructure-as-code concepts.

Understanding of performance tuning and troubleshooting across the virtualization stack, including compute, storage, networking, and application layers.

Strong understanding of Kubernetes and containerized application environments is required.

Experience working in or closely with a Customer Support organization utilizing tools such as Salesforce, JIRA, and Confluence.

Ability to work effectively with employees ranging from Staff-level engineers to Vice President-level leadership, as well as with customers, partners, and external stakeholders.

Demonstrated ability to analyze complex technical issues spanning virtualization, storage, networking, and platform infrastructure, and drive…