Hardware Engineer (Customer Satisfaction)

Engineering - AMER San Jose, California Req.Num.: 19791


Hardware Engineer (Customer Satisfaction)

One of the reasons Nutanix has a Net Promoter Score of 90+, customer experience with our products from the first day to its end of life is continuous and consistent. Be part of the team that is responsible for delivering that experience from a hardware standpoint. When a product is launched there is no way to predict the challenges we will face throughout it’s 7 year support cycle. Things will be missed, not considered, not accounted for. This is where the Hardware Sustaining Team steps in. Understand the issues, engage stakeholders, and ship solutions to customers. All these learnings will then get incorporated into the future generation of products.

We are looking for engineers who understand that sustaining is where heroes are made. The problems can stem from many sources, and solving the root cause and driving a fix presents ample opportunities to learn. Customer escalations combined with high visibility creates an environment for rapid growth. This role will challenge you to perform highly and it will be appreciated. Worried about what pressure brings? No need, the 12 Culture Principles we’ve established here at Nutanix makes sure that individuals receive support from the team.

Responsibilities

Take complete ownership in understanding and identifying the top pain points of our customers and getting them addressed in future firmware and hardware generations.

  • Triage field issues related to hardware, design experiments, deliver RCA
  • Incorporate standard processes and test plans into failure analysis
  • Work with engineering teams and vendors to release solutions to field sightings
  • Transfer knowledge to the support organization and enable them to help our customers
  • Make improvements to hardware debuggability, automation, and analysis.
  • Collaborate on projects across fast paced global teams.
  • Provide executive updates in both written and presentation formats.

Experience

  • B.S. or Masters in CS, EE or related field.
  • 2-4 years of experience with x86 server development.
  • Solid understanding of x86 server platforms including one or more of the following areas: (CPU, memory, storage, networking, and virtualization technologies).
  • Demonstration of strong system, board, or OS/Driver level debugging.
  • Comfortable and up to the challenge of dealing with highly visible customer escalations.
  • Excellent written and verbal communication skills.

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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.