19 Oct
|
Siemens Healthineers
|
Bengaluru
19 Oct
Siemens Healthineers
Bengaluru
Job Requirements
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 new 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-setting 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 troubleshooting at diagnostic depth: TCP/IP, DNS (includ
📌 Senior IT Systems Engineer (Bengaluru)
🏢 Siemens Healthineers
📍 Bengaluru