Serviceability Engineer

Product Support - San Jose San Jose, California

Hungry. Humble. Honest.

Our values form the foundation of who we are and how we operate every day around the world. They show up in our ambition to achieve our dreams, our courage to do what matters, and our tenacity to keep customers happy. At Nutanix, we prize those unique individuals who demonstrate empathy, respect differences, and appreciate others. If you’re authentic, credible and transparent—someone who walks your talk and thrives on collaboration—we want you to join our team!

Be a part of building a company that is truly leading an IT revolution. We make infrastructure invisible, elevating IT to focus on the applications and services that power their business. Led by Dheeraj Pandey, one of CRN’s “Top 25 Innovators of 2016,” Nutanix welcomes big thinkers and budding entrepreneurs, those who are unafraid to take on seemingly impossible challenges and interested in learning how to build a business along the way.

Nutanix employees enjoy some amazing benefits and perks: healthcare, plenty of snacks, employee (and family) events, world renowned speakers, training and development, and much more. See what life is like at Nutanix by following us on Twitter: @NutanixCareers and Instagram: @Nutanix


Job Summary:

As a Serviceability Engineer, you participate in the capacity of an Individual Contributor providing serviceability requirements and working closely with Product Managers and Engineering to track progress of these features. The Serviceability Engineer will work closely with Support Engineers and Field Engineers to collect requirements for break-fix process improvements. This is a challenging position with the opportunity to work collaboratively with professionals in a number of functions, with a focus on enhancing the customer experience by improving product serviceability and usability.

Essential Functions:

- Develop Business Requirement documents to drive Serviceability improvements in the product.

- Work closely with PM and Engineering to drive H/W Life Cycle Manager Functionality.
- Provide input to engineering on new products early in the NPI cycle to improve serviceability and diagnostic functions.

- Identify potential failure scenarios and drive corresponding serviceability features and tools into product design

- Develop trouble-shooting guides by collaborating with Engineering, Operations, and TechPubs teams

- Identify manual or tedious break-fix processes and work with Engineering to automate these in the product.
- Work collaboratively with the Support and other cross functional Organizations for product and process improvements

- Work closely with Release Management and Portal team on all S/W releases

- Collaborate with DevEx and other Engineering functions to prioritize field issues

- Keep management informed of key issues and changes that may impact expected business results.

Job Requirements:

- Must have strong oral and written communication skills.

- Must have strong interpersonal and relationship building skills. 
- Must have strong aptitude for learning new technologies

- Must have skills to effectively influence cross-functional teams. 
- Must be able to facilitate teams to successful resolution of issues. 
- Must have good negotiation, conflict management & resolution skills. 
- Ability to work collaboratively and act in a lead role as a subject matter expert within a team environment to meet aggressive goals and pre-defined measurement criteria. 
- Familiarity with hardware and software development life cycle models. 

- Experience in Storage, Virtualization or Networking a plus.
- Experience working in or closely with a Customer Support organization.

Responsibility and Experience:

- The tasks this individual is responsible are often unstructured and the issues addressed are less defined requiring new perspectives and creative approaches. 
- This individual will apply attained experiences and knowledge in solving problems that are complex in scope requiring in-depth evaluation.
- Demonstrate good judgment in solving problems as well as identifying problems in advance, and proposing solutions.
- This individual must work effectively with Staff to Vice President level employees within the function, across functions and with external parties. 
- Limited supervision and direction is provided, as this individual can operate and drive results and set priorities independently.
- The ideal candidate will be a proactive contributor and subject matter expert. 
- To be successful, this individual must demonstrate favorable results through regular leadership and influencing others.
- A minimum of 5 years of technology industry and support experience is required. 
- A Bachelor of Science Degree in Electrical Engineering, Computer Science, related field, or equivalent experience is required. 



Nutanix is an equal opportunity employer.

The Equal Employment Opportunity Policy is to provide fair and equal employment opportunity for all associates and job applicants regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, or disability. Nutanix hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

Nutanix believes that associates should be provided with a working environment that enables each associate to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, religion, national origin, gender, sexual orientation, age, marital status or disability.

We expect and require the cooperation of all associates in maintaining a discrimination and harassment-free atmosphere.