Systems Reliability Engineer II - Hardware

Hungry, Humble, Honest, with Heart

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.

We are a fully hybrid team. We operate two to three days from the office and meet up as a full team to reconnect, share ideas and to socialize outside working hours! We organize our working shifts and aim towards the appropriate work-life balance for all our team members.

Your Role

• Remotely troubleshoot and diagnose customer hardware issues encountered in the field.
• Improve 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 field.
• Define and drive changes to our platform with our engineering team based on feedback from customers and field experience.
• Work with OEM and services 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.
• Be a champion for our customers. Go above and beyond to support their business and use of the Nutanix stack.

What You Will Bring

• Excellent verbal and written communication skills, problem solving skills, customer service and interpersonal skills.
• The passion and ability to learn new things, while never being satisfied with the status quo.
• Willingness to work in a fast-growing company with huge potential.
• Fluent proficiency in English.

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.