Software Engineer L4

Responsibilities

• You’ll collaborate with Engineering, Product Management, and Field teams to drive root cause resolutions, define architectural best practices, and continuously improve product resiliency. Leveraging
• AI tools
• and automation, you’ll reduce time-to-resolution, streamline diagnostics, and elevate the support experience for strategic customers.

Technical Expertise & Escalation Leadership

• Own critical customer case escalations end-to-end, including deep root cause analysis and mitigation strategies.
• Act as one of the technical escalation points for Infinia incidents — especially in production-impacting scenarios.
• Lead war rooms, live incident bridges, and cross-functional response efforts with other engineering, QA, and Field teams.
• Utilize AI-powered debugging, log analysis, and system pattern recognition tools to accelerate resolution.
• Become a subject-matter expert on Infinia internals: metadata handling, storage fabric interfaces, performance tuning, AI integration, etc.
• Reproduce complex customer issues and propose product improvements or workarounds.
• Author and maintain detailed runbooks, performance tuning guides, and RCA documentation.
• Feed real-world support insights back into the development cycle to improve reliability and diagnostics.

Customer Engagement & Business Enablement

• Partner with Field CTOs, Solutions Architects, and Sales Engineers to ensure customer success.
• Translate technical issues into executive-ready summaries and business impact statements.
• Participate in post-mortems and executive briefings for strategic accounts.
• Drive adoption of observability, automation, and self-healing support mechanisms using AI/ML tools.
• Delivering training to customer support and field engineering

Key Responsibilities

Product Knowledge & Value Creation

Required Qualifications

• 5 + years in enterprise storage, distributed systems, or cloud infrastructure support/engineering.
• Deep understanding of file systems (S3, POSIX, NFS), storage performance, and Linux kernel internals.

Scripting and Coding using Python, Go, C++

• Proven debugging skills at system/protocol/app levels (e.g., strace, tcpdump, perf).
• Hands-on experience with troubleshooting on Linux.
• Exposure to RDMA, NVMe-oF, or high-performance networking stacks.
• Exceptional communication and executive reporting skills