Sr Serviceability Engineer

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 Virtualization Engineer, will play a critical role in enhancing the serviceability, reliability, and diagnostic capabilities of Nutanix 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

• Hands-on experience with Nutanix, KVM, and VMware hypervisors, including a minimum of 5 years of experience supporting KVM-based virtualization platforms. Experience with Nutanix environments is highly desirable.
• Extensive hands-on experience with deploying, managing, and troubleshooting the Windows operating system.
• Hands-on experience in Linux OS administration, with the ability to rapidly identify, troubleshoot, and resolve hypervisor and Linux-based infrastructure issues.
• Should have experience writing Python scripts and automation tools to improve operational efficiency, monitoring, troubleshooting, and reporting processes.
• Solid understanding of x86-based system architecture, including compute, memory, storage, and networking components.
• Good troubleshooting skills for x86 hardware platforms, with proven experience resolving major issues across compute, storage, and network layers.
• Good knowledge Linux networking and virtualization networking technologies, including Open vSwitch (OVS), Open Virtual Network (OVN), virtual switch management, logical networking, bridge configurations, overlay networks, basic level of diagnostics, and troubleshooting related hypervisor and Linux-based networking issues.
• Ability to act as a technical bridge between Support and Engineering teams, driving issue resolution through detailed troubleshooting, root cause analysis (RCA), and development of long-term corrective actions.
• Knowledge of SQL and experience with Snowflake, Dremio, or other data warehouses.
• Experience in support, supportability, and service operations, with a proven ability to translate customer and support insights into improvements that enhance service health, scalability, operational efficiency, and customer satisfaction. Preferred Skills
• Experience working in enterprise virtualization, cloud infrastructure, or hyper-converged infrastructure (HCI) environments.
• Strong analytical and problem-solving skills with the ability to handle complex technical issues in a customer-facing support organization
• Proficient with Salesforce, JIRA, and Confluence for issue tracking, project management, and documentation.
• 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 improvement initiatives that enhance product quality and support efficiency.
• Exceptional communication and stakeholder management skills, with the ability to influence at all organizational levels - from individual contributors to executives.
• Skilled in negotiation, conflict management, and guiding teams toward resolution while achieving aggressive goals.

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