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Sr Serviceability Engineer - Infrastructure
Nutanix
Bengaluru, IND
Full-time
Senior · 5+ years experience
Hybrid
Discovered 1 weeks ago
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- Define and develop Business Requirement Documents (BRDs) to drive serviceability improvements and diagnostic functions directly into the product core.
- Participate early in the NPI (New Product Introduction) cycle, providing architectural input to ensure new features are built for effortless troubleshooting and supportability.
- Review and validate product design documents (PRDs) and test plans to ensure field-learned gaps and known issues are integrated into future system architectures.
- Act as the primary bridge between Support and Engineering, ensuring that diagnostic tools and serviceability features augment the support engineer's performance.
- Drive the serviceability roadmap by performing periodic case reviews and analyzing feedback from customers and support staff to identify high-impact product improvements.
- Identify and prioritize diagnostic automation and "auto-resolution" capabilities to reduce the cognitive load on frontline support teams.
- Maintain a forward-looking view of hardware and software release cycles, ensuring serviceability standards keep pace with Nutanix’s evolving technology stack.
- Partner closely with Product Management, Release Management, and Portal teams to track the progress of serviceability features across all SW/HW releases.
- Lead cross-functional alignment between DevEx and Engineering functions to prioritize field issues and ensure fixes are delivered in a timely manner.
- Effectively influence staff through Vice President level employees to negotiate technical trade-offs and meet aggressive product goals.
- Lead the release criteria testing phase, documenting test plans and results, tracking bug fix rates, and ensuring a smooth transition from development to GA.
- Collaborate with Engineering to ensure field issues are included in test automation scripts, continually assessing results to prevent regression.
- Drive the creation and dissemination of troubleshooting guides and internal knowledge transfer to ensure the Global Support Organization is ready for every release.
- Review deferred and critical defects with Engineering, following through to ensure long-term stability and customer satisfaction.
- 5+ years of experience in the technology industry with atleast 2 years experience in support, serviceability, or product validation within an enterprise environment.
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