Senior Serviceability Engineer - Networking
Nutanix · Bengaluru
Senior Serviceability Engineer - Networking
Product Support Bangalore, India Req.Num.: 32858
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Hungry, Humble, Honest, with Heart.
The Opportunity
Are you a hungry, humble, and honest individual with a passion for enhancing customer experiences through improved product serviceability? If so, joining our team as a Serviceability Engineer at Nutanix offers you the opportunity to collaborate across diverse functions, drive impactful serviceability improvements, and work closely with talented professionals dedicated to delivering exceptional support and usability for our innovative products.
About the Team
The Serviceability Engineer role is part of the Service Strategy & Enablement team at Nutanix, based in Bangalore. This team is made up of passionate engineers dedicated to improving product serviceability, diagnostics, and the overall customer experience.
Serving as a critical bridge between Support and Engineering, the Service Strategy & Enablement team ensures that serviceability and usability are embedded into every stage of product design and development. By analyzing support cases, monitoring field performance, and incorporating customer feedback, the team drives continuous improvements that enhance both product quality and the support experience.
You will report to the Manager, Service Strategy & Enablement, whose leadership style fosters empowerment, collaboration, and continuous learning. The team operates in a hybrid work environment, encouraging in-person collaboration a few days each week to promote teamwork, innovation, and shared success.
Your Role
The Senior Serviceability Network Engineer, will play a critical role in enhancing the serviceability, reliability, and diagnostic capabilities of Nutanix Network products. This role partners closely with Engineering, Product Management, and Support throughout the product lifecycle - from concept to release and post-deployment - to ensure products are designed, validated, and supported with serviceability at the forefront.
- Develop and maintain comprehensive Business Requirement Documents (BRDs) defining serviceability and diagnostic improvements.
- Collaborate with Product Management and Engineering to embed serviceability requirements early in the New Product Introduction (NPI) cycle and across existing hardware product lines.
- Review, track, and drive resolution for critical and deferred defects, ensuring timely closure and cross-functional visibility.
- Partner with DevEx, QA, and Engineering teams to prioritize field issues, provide feedback on test plans, and ensure known gaps are covered in test automation and validation.
- Lead serviceability validation testing for upcoming software and hardware releases — including defining test plans, tracking bugs, and monitoring bug fix rates.
- Coordinate with Release Management and Portal teams to ensure proper documentation, readiness, and smooth rollout of releases.
- Act as a bridge between Support, Engineering, and Product Management to align on serviceability improvements and customer-impacting issues.
- Participate in PRD reviews and collaborate on developing troubleshooting guides and support readiness materials.
- Analyze post-release field data and lessons learned to identify opportunities for design and diagnostic enhancements.
- Champion serviceability best practices and promote a culture of customer-centric design across hardware development teams.
What Will You Bring
- Minimum 5+ years of experience in the technology industry, with a strong background in customer support, product quality, or serviceability.
- Bachelor’s degree in, Computer Science, or a related technical discipline (or equivalent experience).
Technical requirement
Virtualization & Hybrid Cloud
- Hypervisor Concepts: Good knowledge of VMware / KVM / Nutanix based virtualization.
- Public Cloud Networking: Familiarity with AWS VPCs, AWS Direct Connect, Azure Virtual Networks, and Azure ExpressRoute
Software-Defined Networking (SDN) & Network Virtualization
- Open vSwitch (OVS) & Open Virtual Network (OVN): OVS bridge chaining, virtual switch management, and OVN logical routers/switches.
- Overlay Networks: Knowledge of network encapsulation protocols, specifically VXLAN and Geneve, used with Virtual Private Clouds (VPCs) and Layer 2 network extensions.
- VMware NSX Architecture & Concepts: Conceptually equivalent to Nutanix Flow features.
Core Networking (L2/L3) & Routing
- Switching Fundamentals: Strong understanding of VLANs, LACP, network bond modes, and MTU/Jumbo frames.
- Advanced Routing: Proficiency in dynamic routing protocols, especially BGP and OSPF, which are critical for configuring gateways and Layer 2 subnet extensions to external networks.
- Network Address Translation (NAT): Experience with SNAT and floating IPs within VPC environments.
Network Security & Microsegmentation
- Distributed Firewalls: Understanding how stateful, policy-based firewalls function in a virtualized environment to secure east-west traffic.
- Policy Migration & Translation: Experience with NSX Distributed Firewall (DFW). Understanding NSX's IP-based/group policy models and Nutanix Flow's category-based (identity-aware) policy model.
- Traffic Management: Familiarity with Access Control Lists (ACLs), Policy-Based Routing (PBR), and Service Chaining (redirecting traffic through third-party firewalls like Palo Alto Networks or load balancers).
Linux Systems & Network Troubleshooting
- Linux Networking: Proficiency in Linux network administration
- Datapath Analysis: Ability to trace traffic flows from the host, through overlay networks and edge gateways, to the physical network. Packet capture and analysis using tools like tcpdump
- Proven ability to translate Business Requirement Documents (BRDs) into actionable serviceability initiatives.
- Demonstrated experience in reviewing and prioritizing product defects and collaborating with engineering teams to drive resolution.
- Strong track record of leading cross-functional improvem
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