Hungry, Humble, Honest, with Heart.

The Opportunity

As a Serviceability Engineer, you actively participate in the capacity of an Individual Contributor providing serviceability requirements and working closely with Product Managers and Engineering to track progress of these features. The Serviceability Engineer will perform pre-release product validation and verification, share field lessons learned/issues seen post-release, and drive corresponding serviceability features and tools into product design. This is a challenging position with the opportunity to work collaboratively with professionals in a number of cross functional areas, with a focus on enhancing the customer experience by improving product serviceability and usability.

About the Team

The Support Readiness (Serviceability) is a team of 20+ Serviceability Engineers covering various Nutanix products and core components.  The Serviceability Engineer maintains a close pulse on the incoming support cases by performing periodic case reviews and reviewing feedback from support/customers. In addition, they also provide valuable inputs from a customer/support perspective on new features and improvements, ensuring serviceability and supportability are accounted for in the product when designed. In short, the serviceability team is a bridge between Support and Engineering, working closely with cross-functional teams on various aspects of the product/process to provide our customers with the best product and support experience.

We are a hybrid team, working three days from home and two days from the office. We stay connected through weekly 1:1s, team meetings, and Slack chats.

Your Role

• Develop Business Requirement documents to drive Serviceability improvements in the product
• Provide input to Engineering on new products early in the NPI cycle to improve serviceability and diagnostic functions
• Review deferred and critical defects with Engineering and follow through to ensure fixes are provided in a timely manner
• Work collaboratively through PRD reviews and validation testing with Support and other cross-functional organizations for product/process improvements and developing troubleshooting guides
• Work closely with Release Management and Portal team on all SW/ HW releases
• Collaborate with DevEx and other Engineering functions to prioritize field issues, review test plans and provide input to ensure field issues and other known gaps are included in test automation scripts and results are continually assessed, and lead release criteria testing phase, document test plans/results, track bugs found and monitor bug fix rate

What You Will Bring

• Ability to effectively influence cross-functional teams through negotiation and conflict management, guiding to issue resolution and meeting aggressive goals
• Experience in Storage, Virtualization, Networking, modern Intel/ AMD server architectures, component firmware, driver, and protocol. 
• Experience working in or closely with a Customer Support organization utilizing tools like Salesforce, JIRA and Confluence
• This individual must work effectively with Staff to Vice President level employees within the function, across functions and with external parties
• A minimum of 5 years of technology industry and support experience is required
• A Bachelor of Science Degree in Electrical Engineering, Computer Science, related field, or equivalent experience is required.

The pay range for this position at commencement of employment is expected to be between USD $ 103,760 and USD $ 207,960 per year.

However, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. Our application deadline is 40 days from the date of posting. In good faith, the posting may be removed prior to this date if the position is filled or extended in good faith.

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