Sr Serviceability Engineer - Infrastructure

Nutanix · Bengaluru

Product Support Bangalore, India Req.Num.: 32543

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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

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 da

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