Senior Engineer – L3 Support Engineer

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🕒 Maio 26

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟠 Sênior

📞 Engenheiro de Suporte

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Tintri

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2008

🔧 Hardware

☁️ SaaS

Hardware • Cloud Computing • SaaS

A Tintri é um fornecedor líder de soluções de gerenciamento de dados especificamente projetadas para cargas de trabalho virtualizadas. Com foco em simplificar as operações de TI, a Tintri oferece plataformas inovadoras de armazenamento em nuvem e no local que otimizam o gerenciamento de dados e melhoram o desempenho por meio de automação e análise. Suas soluções são personalizadas para ambientes que requerem gerenciamento eficiente de cargas de trabalho, proteção de dados e visibilidade, facilitando para as organizações a gestão eficaz de infraestruturas de TI complexas.

Descrição

• Act as the primary escalation point from Support to Engineering when customer issues cannot be resolved at lower support levels. • Perform deep technical analysis to identify root causes and provide timely, effective solutions whenever possible without engaging development teams. • Collaborate closely with Engineering when product defects or architectural changes are required, ensuring clear and actionable problem statements. • Maintain strong hands-on familiarity with VMstore products, architecture, and deployment models, and understand their role within customer data centers. • Diagnose complex issues involving storage, compute, networking, and virtualization layers. • Support and troubleshoot enterprise data center technologies with strict requirements for high availability, reliability, performance, and scalability. • Demonstrate strong familiarity with virtualization platforms, especially VMware, Platform9, and Hyper‑V. • Understand strengths, weaknesses, and trade-offs of different cloud technologies and hybrid deployment models. • Act as a strong advocate for customer needs within the organization, ensuring customer-impacting issues receive appropriate visibility and prioritization. • Maintain a high level of professionalism and clear communication in all customer interactions, particularly under high-stress escalation scenarios. • Provide clear guidance, workarounds, and best practices to customers and internal teams. • Apply strong Linux system familiarity to troubleshoot and resolve complex product and customer environment issues. • Leverage experience with Linux-based product development and implementation methodologies, including debugging, instrumentation, and log analysis. • Demonstrate sensitivity to the balance between open-source and proprietary software in enterprise product environments. • Understand and support the availability, reliability, scalability, performance, and security requirements of a large, diverse customer base. • Participate in on-call rotations as agreed with the manager to support critical customer escalations and production incidents.

🎯 Requisitos

• Extensive experience supporting Linux-based enterprise products in customer-facing roles. • Background in Linux-based product development, testing, or systems engineering. • Familiarity with Linux scripting and ability to look through source code in multiple languages to trace the logic and cross reference with potential error messages during troubleshooting. • Strong troubleshooting skills across distributed systems, virtualization, storage, and networking. • Ability to perform source-level debugging to identify code regressions; triage defects to development teams or author direct code fixes submitted via formal code review into Git/Mercurial for hotfix and GA releases. • Ability to conduct workflow-level failure analysis by reconstructing customer use cases, timing sequences, and concurrency patterns to identify race conditions, metadata corruption, and edge-case behavior; recreate customer issues in a lab environment. • Ability to work independently while collaborating effectively with Engineering and Support teams; manage complex Level 3 escalations involving distributed filesystem integrity, kernel core dump analysis, and multi-source log correlation across large-scale enterprise storage environments. • Excellent written and verbal communication skills, with the ability to explain complex technical issues clearly to executive level stakeholders.

🏖️ Benefícios

• Health insurance • 401(k) matching • Paid time off • Professional development opportunities