Senior Software Engineer – Infinia L4 (Escalation Lead)

About the role

As a Senior Software Engineer – Infinia L4, you will serve as the escalation point for the most complex and critical issues affecting enterprise and hyperscale environments. This hands‑on position requires deep technical expertise, the ability to thrive under pressure, and a passion for solving distributed‑system challenges at scale.

Key responsibilities

• Own critical customer case escalations end‑to‑end, performing deep root‑cause analysis and mitigation.
• Act as a technical escalation point for production‑impacting Infinia incidents and lead war‑rooms, live incident bridges, and cross‑functional response efforts.
• Utilize AI‑powered debugging, log analysis, and system pattern‑recognition tools to accelerate resolution.
• Become a subject‑matter expert on Infinia internals, including metadata handling, storage‑fabric interfaces, performance tuning, and AI integration.
• Reproduce complex customer issues, propose product improvements or work‑arounds, and author runbooks, performance guides, and RCA documentation.
• Partner with Field CTOs, Solutions Architects, and Sales Engineers to ensure customer success and translate technical issues into executive‑ready summaries.
• Drive adoption of observability, automation, and self‑healing support mechanisms using AI/ML tools and deliver training to support and field engineering teams.

Required profile

• 8+ 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.
• Strong scripting and coding skills in Python, Go, and C++.
• Proven debugging expertise at system, protocol, and application levels (e.g., strace, tcpdump, perf).
• Hands‑on experience troubleshooting Linux environments.
• Exposure to RDMA, NVMe‑oF, or high‑performance networking stacks.
• Exceptional communication and executive reporting abilities.

Required skills

• Python
• Go
• C++
• Linux
• S3
• POSIX
• NFS
• RDMA
• NVMe‑oF
• strace
• tcpdump
• perf