Serviceability Engineer – Insights Product Support
Hungry, Humble, Honest, with Heart.
The Opportunity
Are you a hungry, humble, and honest individual with a passion for enhancing customer experiences through data-driven insights and 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 Engineer – Insights will play a critical role in enhancing the serviceability, reliability, and diagnostic capabilities of Nutanix products through advanced data analytics. This role partners closely with Engineering, Product Management, and Support to ensure field data is translated into actionable product improvements.
- Design and maintain proactive health dashboards that present telemetry data in a way that helps support engineers and customers proactively identify and resolve issues.
- Monitor field-reported software issues to identify trends and analyze case data alongside large operational datasets to prioritize fixes that impact support volume.
- Ensure new features are support-ready by validating logging and troubleshooting requirements during design.
- Manage the remote diagnostics command list and rules to automate log collection and root cause analysis.
- Act as the voice of Support to the Engineering team, translating support engineer requests into product requirements such as new telemetry data points or UI improvements.
- Propose and validate new automated health checks, alerts, and self-healing capabilities to drive product resilience.
- Author and maintain Knowledge Base (KB) articles, technical discoveries, and troubleshooting guides based on identified case trends and data insights.
- Drive awareness and adoption of proactive support features among support engineers and customers, and create training content for new platform capabilities.
- Work closely with Engineering, Product Management, and Support to prioritize critical fixes and large-scale reliability improvement projects.
What Will You Bring
- 5+ years of experience in the technology industry, with a strong background in customer support, product quality, or serviceability.
- Bachelor’s degree in Electrical Engineering, Computer Science, Data Science, or a related technical discipline (or equivalent experience).
- Working knowledge of database query languages like SQL and hands-on experience with common databases such as MySQL, PostgreSQL, or Snowflake.
- Experience working with large, operational datasets including support cases, telemetry, logs, and events, with the ability to translate data into actionable insights like trends and regressions.
- Strong track record of leading cross-functional improvement initiatives that enhance product quality and support efficiency.
- Proficiency with Salesforce, JIRA, and Confluence for issue tracking, project management, and documentation.
- Exceptional communication and stakeholder management skills, with the ability to influence at all organizational levels—from individual contributors to executives.
- Proven success working collaboratively with Engineering, Product Management, Support, and external partners.
- Knowledge of Nutanix products and/or third-party hypervisors and virtualization technologies is a plus.
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.
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Nutanix is an equal opportunity employer.
Nutanix is an Equal Employment Opportunity and (in the U.S.) an Affirmative Action employer. Qualified applicants are considered for employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, protected veteran status, disability status or any other category protected by applicable law. We hire and promote individuals solely on the basis of qualifications for the job to be filled. We strive to foster an inclusive working environment that enables all our Nutants to be themselves and to do great work in a safe and welcoming environment, free of unlawful discrimination, intimidation or harassment. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need a reasonable accommodation, please let us know by contacting [email protected].