Sr Serviceability Engineer - Infrastructure

Your Role

• As a Infrastructure Serviceability Engineer, you will act as a key individual contributor, performing pre-release product validation and translating field lessons into actionable product requirements. You will work cross-functionally to drive features that reduce resolution time, enhance diagnostic functions, and ultimately elevate the customer experience. This is a high-impact role that combines technical deep dives, product validation, and cross-functional leadership to shape the future of Nutanix product supportability.
• Key Responsibilities:
• Product Influence & Design
• 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.
• Release Readiness & Validation
• 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.
• Cross-Functional Advocacy
• 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.
• Field Insights & Continuous Improvement
• 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.
• What Will You Bring
• 5+ years of experience in the technology industry with atleast 2 years experience in support, serviceability, or product validation within an enterprise environment.
• Deep Technical Expertise: Proven experience in Storage, Virtualization, Disaster Recovery, Networking, and Backup solutions. Knowledge of Nutanix products and technologies is a plus.
• Hardware/Firmware Knowledge: Familiarity with modern Intel/AMD server architectures, component firmware, drivers, and protocols. Experience with Nutanix hypervisors is a significant advantage.
• Tooling Proficiency: Experience working within a Customer Support ecosystem utilizing tools such as Salesforce, JIRA, and Confluence.
• Working knowledge of Kubernetes or containerized environments.
• Influencing Skills: Exceptional ability to influence cross-functional teams through negotiation and conflict management, guiding stakeholders toward issue resolution.
• Communication: Able to bridge the gap between business and technical domains, communicating effectively with engineers, executives, and frontline staff.
• Education: Bachelor of Science Degree in Computer Science or a related field; or equivalent practical experience.
• Work Arrangement Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. In locations where our workplace policy applies (i.e. San Jose, Durham, Mexico City, Bangalore, Pune, Hoofddorp, Belgrade, Barcelona, Singapore, Sydney and Tokyo), employees are expected to work onsite a minimum of 3 days per week to foster collaboration, team alignment, and access to in-office resources. Workplace type may vary based on location and team requirements. Please speak with your recruiter for details. Additional team-specific guidance and norms will be provided by your manager.