Hungry, Humble, Honest, with Heart.

The Opportunity

We are seeking a Technical Support Engineer with a strong focus on hardware support for enterprise-grade servers within hyper-converged infrastructure environments. This role involves providing remote assistance to field engineers during hardware replacement activities for servers managed by a Nutanix cluster stack, as well as handling support tickets related to hardware issues.
You will be responsible for accurately framing problems, troubleshooting hardware issues, and engaging additional technical resources as necessary.

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

• Provide remote technical support via phone and Remote Sharing to field engineers performing hardware replacements.
• Work on support tickets related to hardware issues, ensuring timely resolution.
• Frame problems clearly and escalate to specialized technical resources when required.
• Follow documented procedures and ensure compliance during replacement activities.
• Assist with troubleshooting and resolving hardware-related issues in Nutanix-based hyper-converged systems.
• Collaborate with customers and field engineers to deliver a seamless support experience.
• Document cases and maintain accurate records in the support system.

What You Will Bring

• 2 to 4 years of hands-on experience in enterprise hardware support or systems engineering.
• Hardware Expertise: Proven experience in server hardware replacement and troubleshooting.
• Operating Systems: Linux administration skills (user and basic system management).
• Virtualization: Basic to medium level experience with VMware and/or AHV (or similar KVM-based hypervisors).
• Storage: Basic to medium understanding of storage concepts.
• Networking: Basic to medium networking knowledge (IP addressing, VLANs, connectivity troubleshooting).
• Framing & Troubleshooting: Ability to frame technical problems accurately and perform effective troubleshooting before escalation.
• Communication: Fluent in English; strong ability to handle calls and video sessions professionally.
• Ability to follow procedures, guide others through technical tasks, and manage escalations effectively.
• Experience with Nutanix clusters or similar hyper-converged platforms.
• Familiarity with enterprise support environments and ticketing systems.
• Customer-focused mindset with excellent problem-solving skills. 

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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