Serviceability Engineer - Prism Central Product Support
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- 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.
- 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, or a related technical discipline (or equivalent experience).
- Deep understanding of Kubernetes, storage, virtualization, networking, and modern Intel/AMD server architectures.
- Knowledge of Nutanix products and/or third-party hypervisors and virtualization 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.
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