Senior Technical Support Engineer

• As a Senior Technical Support Engineer, you will be the expert first line for enterprise customers running the platform across data centre, storage, network and cloud environments. Your focus is making sure the company’s products monitor customer IP networks, Linux systems and Fibre Channel / SAN infrastructure correctly. Customers own and fix their own infrastructure; you need to understand what the monitoring data shows so you can tell a product issue from an environment issue. You will also act as the customer’s advocate inside Virtana - working with Engineering, DevOps and Product Management until every issue is resolved, * Own customer cases end to end: log, triage and resolve cases from customers, partners and sales engineers via Zendesk, email and online collaboration tools, reporting progress regularly until closure
• Troubleshoot the products: diagnose problems in the product UI, API and the agents/collectors deployed on customer servers, using logs and system diagnostics
• Validate monitoring data: confirm that metrics, topology and alerts collected from customer IP networks, Linux hosts, Fibre Channel fabrics and storage arrays are complete and accurate and explain what the data shows
• Separate product issues from customer issues: determine whether a problem is a software defect, a collection/configuration problem, an education need, or an issue in the customer’s own infrastructure for them to resolve
• Escalate defects: drive confirmed defects through Engineering with clear reproduction steps and evidence
• Engage customers proactively: support implementations and onboarding, then help customers get ongoing value from the product
• Partner across teams: work with Engineering, DevOps, QA and Product Management to isolate platform and performance issues, and feed customer requirements into the roadmap
• Respond to production incidents: take part in an on-call rotation as a front-line responder
• Build knowledge and automation: write and maintain knowledge base articles, troubleshooting guides and best practices, and automate repetitive support tasks
• Improve the support function: propose and implement best practices for collaboration, documentation, case tracking and success metrics across a multi-geo, multi-product team

• These skills are needed to understand the environments the platform monitors and interpret the data it collects, not to administer or repair customer networks and storage

• IP networking

  Strong understanding

  TCP/IP, subnetting, routing, VLANs, DNS, firewalls and load balancers; how SNMP, NetFlow/sFlow and syslog data is collected; checking connectivity between the platform’s collectors and monitored devices (ping, traceroute, tcpdump, Wireshark)

• Linux

  Strong, hands-on

  Command line on RHEL, CentOS and Ubuntu; services, processes, file systems and permissions; log analysis with grep, awk and journalctl; basic Bash or Python scripting. Needed to install, configure and troubleshoot the platform’s components

• Storage networking

  Solid understanding

  SAN and NAS concepts; block vs file vs object storage; LUNs, zoning, masking and multipathing; iSCSI and NFS/SMB; reading storage performance metrics such as IOPS, latency and throughput

• Fibre Channel

  Basic understanding

  FC fabric concepts (WWNs, ports, switches, zoning); familiarity with Brocade or Cisco MDS environments; interpreting FC port and error statistics reported by the product, * Bachelor’s or Master’s degree in Computer Science, Engineering or a related field, or equivalent work experience

• At least 7+ years of technical support or support engineering experience for enterprise software, ideally in networking, storage or infrastructure monitoring
• Proven experience troubleshooting enterprise products in on-premises data centres and in AWS, Azure and Kubernetes environments
• Strong hands-on troubleshooting and log analysis skills
• Proficiency with Salesforce/Zendesk, Slack, Atlassian tools (Jira, Confluence) and Microsoft Office
• Excellent written and verbal communication skills, with the ability to explain complex issues simply, This role supports U.S. Federal Government customers, whose contracts set specific requirements for anyone who accesses their systems and data. To meet these contractual requirements, candidates must:
• Be a U.S. citizen
• Perform all work from within the United States
• Be willing to complete a background check or obtain a security clearance if a federal customer requires it, * A customer-first mindset and a strong commitment to quality
• An analytical, methodical and hands-on approach to problem solving
• Ability to work independently with minimal supervision and manage multiple priorities
• Effective collaboration across geographies and time zones
• Curiosity and the ability to learn new technologies quickly.

Nice To Have:

• Experience supporting SaaS products or infrastructure / performance monitoring tools
• Industry certifications such as CCNA, RHCSA, Linux+ or SNIA
• Experience with Kibana or similar log analysis tools
• Familiarity with virtualisation (VMware, KVM, etc) and DevOps practices

• Trusted by the Global 2000, Virtana recently acquired Zenoss to create a unified observability platform, launched AI Factory Observability (AIFO), and was named Best Hybrid Cloud Solution (2025) by The Cloud Awards. We are a US-based company with a remote global workforce and a culture built on teamwork, transparency and open communication, * Make a direct impact on the growth of a global technology company
• Work in a flexible, innovative and collaborative environment
• Competitive compensation and equity opportunities

• Virtana is the pioneer of AI-driven observability for the hybrid enterprise. The Virtana Platform treats the entire delivery chain - GPUs, CPUs, storage, networks and cloud-native services - as one connected system, so IT, DevOps and Platform Engineering teams can prove root cause in real time