Senior Engineer – L3 Support Engineer

Job not on LinkedIn

🕒 May 26

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

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Tintri

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2008

🔧 Hardware

☁️ SaaS

Hardware • Cloud Computing • SaaS

Tintri is a leading provider of data management solutions specifically designed for virtualized workloads. With a focus on simplifying IT operations, Tintri offers innovative cloud and on-premise storage platforms that optimize data management and enhance performance through automation and analytics. Their solutions are tailored for environments requiring efficient workload management, data protection, and visibility, making it easier for organizations to manage complex IT infrastructures effectively.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

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