Senior IT Systems Engineer – Level 4 (L4) Server Appliance Deployment Support

The role is responsible for providing remote Level 4 (L4) support to field engineers who install, upgrade, and perform hardware refreshes of the Ethos Server Appliance. This includes rapidly analyzing deployment failures — particularly those caused by customer network and infrastructure conditions such as misconfigured ports, DNS, NTP, proxy, and TLS packet-inspection issues — so that customers can be promptly notified of the root cause. The position is embedded within the Engineering organization, where training and on-the-job support are provided.

Key Responsibilities

Provide remote L4 support to field engineers during Server Appliance installations, upgrades, and hardware refreshes, including data-migration scenarios that run an old and current appliance in parallel. The global Server Appliance L4 deployment support is provided remotely and requires regular support on the weekends as well.
Rapidly diagnose customer-side network and infrastructure failures — firewall port closures,



DNS and NTP misconfiguration, proxy connectivity, and TLS/SSL packet inspection — and help the field support to notify the customer of the identified cause.
Analyze log files across heterogeneous systems (PowerShell installation logs, Grafana Dashboard logs, Veeam Backup reports, and Kubernetes pod states) to determine root cause.
Document analysis results in a structured, traceable, and easy-to-understand format, using within the L4 Assistance Requests in SalesForce with clear cause classification and detailed resolution notes.
Distinguish between product defects, deployment errors, and customer-environment issues, and escalate genuine engineering cases to the engineering defect review board.
Contribute to continuous improvement by documenting common failure patterns, troubleshooting runbooks, and network-prerequisite checklists to reduce future L4 demand.

Desired Skills And Experience

Strong network trouble

📌 Senior IT Systems Engineer (Bengaluru)
🏢 Siemens Healthineers
📍 Bengaluru