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.
Role Overview
The Senior Serviceability Engineer Infrastructure and Foundation 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.
Key Responsibilities
- 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 You Will Bring to the Team
- 5+ years of experience in the technology industry, with a strong background in customer support, product quality, or serviceability.
- Bachelors degree in Electrical Engineering, Computer Science, or a related technical discipline (or equivalent experience).
- Deep understanding of storage, virtualization, networking, and modern Intel/AMD server architectures.
- Knowledge of Nutanix products and technologies is a plus.
- 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.
- Proficient 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.
- Skilled in negotiation, conflict management, and guiding teams toward resolution while achieving aggressive goals.
- Proven success working collaboratively with Engineering, Product Management, Support, and external partners.
