Area | Expected level | What you need to understand 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). 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 closure.
Numbers & Facts
Location
Palo Alto, CA (Remote)
Salary
$105,000–$115,000 Per Year
Description
Senior Technical Support Engineer
Location: United States (Remote)
Reports to: Director Enterprise Technical Support
Type: 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 time
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
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 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
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 storage
Area | Expected level | What you need to understand
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
QUALIFICATIONS AND EXPERIENCE:
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
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. 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
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 resolution
You 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 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
WHY JOIN VIRTANA?
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 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.