Senior Technical Support Engineer

Job DescriptionJob DescriptionSenior Technical Support Engineer Location: United States (Remote) Reports to: Director Enterprise Technical SupportType: Full-time ABOUT THE COMPANY: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 timeTrusted 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 ABOUT THE ROLE: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 KEY RESPONSIBILITIES: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 closureTroubleshoot the products: diagnose problems in the product UI, API and the agents/collectors deployed on customer servers, using logs and system diagnosticsValidate 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 showsSeparate 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 resolveEscalate defects: drive confirmed defects through Engineering with clear reproduction steps and evidenceEngage customers proactively: support implementations and onboarding, then help customers get ongoing value from the productPartner across teams: work with Engineering, DevOps, QA and Product Management to isolate platform and performance issues, and feed customer requirements into the roadmapRespond to production incidents: take part in an on-call rotation as a front-line responderBuild knowledge and automation: write and maintain knowledge base articles, troubleshooting guides and best practices, and automate repetitive support tasksImprove the support function: propose and implement best practices for collaboration, documentation, case tracking and success metrics across a multi-geo, multi-product team REQUIRED TECHNICAL SKILLS: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 storageArea | Expected level | What you need to understandIP 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 componentsStorage 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 throughputFibre 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 QUALIFICATIONS AND EXPERIENCE:Bachelor's or Master's degree in Computer Science, Engineering or a related field, or equivalent work experienceAt least 7+ years of technical support or support engineering experience for enterprise software, ideally in networking, storage or infrastructure monitoringProven experience troubleshooting enterprise products in on-premises data centres and in AWS, Azure and Kubernetes environmentsStrong hands-on troubleshooting and log analysis skillsProficiency with Salesforce/Zendesk, Slack, Atlassian tools (Jira, Confluence) and Microsoft OfficeExcellent written and verbal communication skills, with the ability to explain complex issues simply ELIGIBILITY REQUIREMENTS: 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. citizenPerform all work from within the United StatesBe willing to complete a background check or obtain a security clearance if a federal customer requires it WORKING HOURS AND ON-CALL:Our customers operate around the clock and across time zones, so this role calls for some flexibility. From time to time, you may be asked to adjust your working hours, for example to join calls with customers or colleagues in other regions or to see a critical issue through to resolutionYou will also take part in a shared on-call rotation, so the team can support customers during production incidents outside normal business hours. Rotations are planned in advance and shared fairly across the team WHAT WE LOOK FOR:A customer-first mindset and a strong commitment to qualityAn analytical, methodical and hands-on approach to problem solvingAbility to work independently with minimal supervision and manage multiple prioritiesEffective collaboration across geographies and time zonesCuriosity and the ability to learn new technologies quickly.Nice To Have:Experience supporting SaaS products or infrastructure / performance monitoring toolsIndustry certifications such as CCNA, RHCSA, Linux+ or SNIAExperience with Kibana or similar log analysis toolsFamiliarity with virtualisation (VMware, KVM, etc) and DevOps practices WHY JOIN VIRTANA?Make a direct impact on the growth of a global technology companyWork in a flexible, innovative and collaborative environmentCompetitive compensation and equity opportunities Virtana is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status or any other characteristic protected by law. We value diversity and are committed to creating an inclusive environment for all employees. req26-00719