Systems Reliability Engineer II

Product Support Mexico City, Mexico Req.Num.: 31557

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Systems Reliability Engineer II

Hungry, Humble, Honest, with Heart.
The Opportunity
We are looking for an accomplished Systems Reliability Engineer to support our cloud solution in the field and provide an enriched and successful product experience to our customers leveraging our private cloud solution. 
About the Team
Support at Nutanix 
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 customers’ champions. 
If you have a passion for working as a team, getting the job done well and always striving for more with an interest of how it can impact businesses, we want to talk with you. 
Your Role
  • Work directly with our customers to troubleshoot, debug, reproduce and resolve complex technical issues.
  • Work with our developers to identify defects and opportunities for product improvement.
  • Participate in incident management and root cause analysis (RCA) for critical issues.
  • Improve the serviceability of the product by testing new features and developing tools to scale our deployments and auto-support infrastructure.
  • Provide an analysis of our existing customer base to avoid and minimize risks in the install base.
  • Define and inspire changes to our product with our development engineering team based on feedback from customers and partner implementations.
  • Collaborate with technology partners (e.g., VMware, Citrix, Microsoft, AWS) to resolve issues and push improvements in our ecosystem.
  • Develop and contribute to internal and external knowledge bases and drive continuous improvement in everything we do.
  • Provide support on weekdays and off-hours on an as-needed and scheduled rotational basis
What You Will Bring
  • 2+ years relative working experience
  • Basic Skills required:
    •  Linux: administration skills, user and basic system management with CLI.
    • Networking: Basic to medium networking knowledge (IP addressing, VLANs, connectivity troubleshooting).
  • Specialization: at least two specializations
    • Virtualization: Basic to medium level experience with VMware and/or AHV (or similar KVM-based hypervisors).
    • Storage: Basic to medium understanding of storage concepts.
    • Cloud: Certification with admin experience
    • Linux: Certification with admin experience
    • Networking: CCNA or other certification with admin experience
  • Additional Skills:
    • Framing & Troubleshooting: Ability to frame technical problems accurately and perform effective troubleshooting before escalation.
    • Documentation skills: experience with process documentation, KBs, etc.
    • Root Cause Analysis skills: experience in analysis to obtain and document the root cause.
  • Communication: Fluent in English; strong ability to handle calls and video sessions professionally.
  • Experience with Nutanix clusters or similar hyper-converged platforms.
  • Experience with enterprise support environments and ticketing systems.
  • Customer-obsession mindset with excellent problem-solving skills.
  • Studies in Engineering or Computer Science preferred.
Work Arrangement
Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. In locations where our workplace policy applies (i.e. San Jose, Durham, Mexico City, Bangalore, Pune, Hoofddorp, Belgrade, Barcelona, Singapore, Sydney and Tokyo), employees are expected to work onsite a minimum of 3 days per week to foster collaboration, team alignment, and access to in-office resources. Workplace type may vary based on location and team requirements. Please speak with your recruiter for details. Additional team-specific guidance and norms will be provided by your manager.

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Nutanix is an equal opportunity employer.

Nutanix is an Equal Employment Opportunity and (in the U.S.) an Affirmative Action employer. Qualified applicants are considered for employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, protected veteran status, disability status or any other category protected by applicable law. We hire and promote individuals solely on the basis of qualifications for the job to be filled. We strive to foster an inclusive working environment that enables all our Nutants to be themselves and to do great work in a safe and welcoming environment, free of unlawful discrimination, intimidation or harassment. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need a reasonable accommodation, please let us know by contacting [email protected].

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