Tintri

Support Engineer

• 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.

Senior Engineer – L3 Support Engineer

Account Manager

• The SAM is responsible for the customer's day-to-day experience of Tintri Support, the proactive health of their install base, the timely resolution of escalations, and the documented relationship that keeps the account healthy across multi-year contract cycles.
• The SAM works in close partnership with the customer's primary technical contacts, executive sponsors, Tintri Engineering, Tintri Support, and Sales (Regional Sales Manager, Account Executive, Sales Engineer).
• The role carries a portfolio of approximately five to eight strategic accounts, typically Platinum-tier or above, in regulated industries (financial services, healthcare, public sector, large enterprise).
• The SAM owns the customer's stewardship outcome, including documented work product, proactive monitoring, escalation management, and consistent representation of the customer's voice inside Tintri.

Senior Engineer – L3 Support Engineer

Support Account Manager