Hungry, Humble, Honest, with Heart.

The Opportunity

We ensure the success of our groundbreaking technology through cluster health monitoring, quick response time, and unparalleled customer intimacy. We are top-notch engineers from leading virtualization, compute, and networking companies with the ability to handle all problems that come our way. Working closely with Sales and Software Engineers, the support team acts as our customer champions. Nutanix is seeking well-rounded customer-facing Technical Support Engineers. You will support our cloud solution in the field and provide an enriched and successful product experience. You will need to be the champion for Nutanix, by providing an over-the-top support experience to our customers leveraging our private cloud solution.

About the Team

• Act as the primary technical escalation point for hardware-related support cases from global customers.
• Troubleshoot complex issues involving servers, storage and networking.
• Collaborate with engineering and vendors for hardware failure analysis and RMA investigations.
• Perform in-depth log analysis, firmware validation, and system health checks.
• Guide field teams through hardware replacement procedures and validations.
• Own and drive critical incidents to resolution with minimal downtime to customer environments.
• Contribute to and maintain internal knowledge-based articles and troubleshooting guides.
• Identify recurring issues and work with engineering to drive long-term solutions and design improvements.
• Go above and beyond to support their business and use of the Nutanix stack.

Your Role

• Troubleshoot and diagnose customer hardware issues encountered in the field.
• Improve the serviceability of the product by testing new platforms and developing tools to scale our field service and auto-support infrastructure.
• Identify patterns and proactively engage escalation and engineering teams to identify next to avoid and minimize risks in the field.
• Define and drive changes to our platform with our engineering team based on feedback from customers and field experience.
• Work with OEM and service partners (ex. DELL/EMC, HPE, Lenovo) to resolve issues and push improvements in our ecosystem.
• Collaborate with our hardware service partners (Flash Logistics, NCR) to manage and coordinate shipping and on-site services.
• Develop and contribute to internal and external knowledge bases.
• Collaborate with peers, uplift the team and work across organizational boundaries to facilitate services.
• Provide support on weekdays and also off hours on an as-needed and scheduled rotational basis.

What You Will Bring

• 2 to 4 years of hands-on experience in enterprise hardware support or systems engineering.
• Excellent communication and customer-facing skills.
• Strong understanding of x86 server architecture, including storage and network
• Experience with hardware OEM Servers (e.g., Supermicro, Dell, HPE, Lenovo, etc.).
• Experience working remotely with Field Engineers.
• Understanding of Linux command line and log analysis.
• Diagnostic Tools: Experience with platform-level debug tools (e.g.ipmitool, smartctl, lspci, dmidecode).
• BMC Expertise: knowledge of BMC functionality (e.g., IPMI) for out-of-band management and diagnostics.
• Ability to read and interpret technical documentation (e.g., component datasheets, technical design guides).
• Fluent proficiency in English. 

Work Arrangement

Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. For most roles, that will mean coming into an office a minimum of 3 days per week, however certain roles and/or teams may require more frequent in-office presence. Additional team-specific guidance and norms will be provided by your manager.

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