Description

At Infinidat, a Lenovo company, we empower enterprises and service providers with cutting-edge storage platforms that redefine performance, reliability, and cyber resilience at scale. Infinidat's Professional Services team develops and maintains a portfolio of enterprise storage management tools. These tools are deployed at enterprise accounts worldwide and are actively used by customers for production data operations.

This role owns the customer-facing half of the full product lifecycle: presales technical evaluations and demonstrations, customer installs and onboarding, field troubleshooting, lab environment operation, acceptance testing, and first-line exception triage. You are the person customers meet during a proof-of-concept, the person on the call when something breaks at 2AM during a cutover, and the person who signs off that a release is ready to ship.

The role requires genuine technical depth - you need to read Python tracebacks, understand how InfiniBox storage is presented to Linux, Windows, AIX, Solaris, ESX, Hyper-V, and Oracle Linux VM hosts, and diagnose failures in environments you cannot always reproduce in a lab. It also requires customer-facing composure: the ability to explain complex behavior clearly, manage a live incident with a customer on the line, and run a compelling presales demo for a technically skeptical audience.

Responsibilities

Customer Lifecycle

• Lead presales technical evaluations and demonstrations for AADM, SnapSync, IPAT, and the Ansible Collection - you present the tools, explain the architecture, and answer hard questions
• Own customer onboarding and initial installation across the portfolio
• Provide hands-on troubleshooting support in customer environments, including on-site engagement when remote resolution is not possible
• Serve as the technical escalation point between customers and the engineering team

Quality and Lab Operations

• Own the lab environment: stand up, configure, and maintain InfiniBox arrays and heterogeneous host environments (Linux, Windows, AIX, Solaris, ESX/vCenter, Hyper-V, OLVM) used for development and acceptance testing
• Execute and maintain the acceptance test matrix for each release across all supported platforms
• Perform first-line triage of field exceptions for AADM and SnapSync; analyze tracebacks, console output, and log files to identify root cause before escalating to engineering
• Validate release candidates against acceptance criteria before promotion to stable

Process and Operations

• Maintain the Jira triage queue: file, classify, and prioritize incoming exceptions and customer-reported issues