Designated Support Engineer

Nutanix • Durham, NC

9d • Hybrid

About The Position

Hungry, Humble, Honest, with Heart. The Opportunity We are looking for an accomplished Systems Reliability Engineer (SRE) to support our Enterprise accounts, build and maintain strong customer relationships, and deliver an enriched and successful customer experience that drives long-term retention. About the Team Under the Personalized Support group in Worldwide Support, the Designated Support Engineering (DSE) team is a value-added service that drives successful business outcomes for our customers, using Nutanix technologies. The DSE team gains intimate knowledge of customer environments and builds a partnership with the customer to achieve their strategic goals. This role offers the opportunity for SREs to not only work directly with our customers, but also with other Services, such as Residents and Technical Account Management and Departments, like Professionals Services, Software Engineering, and Sales. We are top-notch engineers from leading virtualization, compute, and networking companies with the ability to handle all problems that come our way. If you have a passion for putting the customer first, leveraging Nutanix technology to solve problems, and always striving for more with an interest in how it can positively impact our customers, we want to talk with you.

Requirements

• Minimum 5 years of related work experience
• Excellent written and verbal communication skills – you’re able to work with a wide variety of people and collaborate with geographically distributed teams and effectively communicate a broad range of items from data points to critical feedback.
• Customer Obsession – you're passionate about delivering a high-quality customer experience and serving as a trusted advisor who provides customers with the insights and tools they need to succeed. You measure your success by the success of your team and the satisfaction of your customers, building lasting relationships rooted in trust, collaboration, and shared achievement.
• Professional expertise in troubleshooting at least two of the following: Virtualization (preferably Nutanix AHV or VMware ESXi), Networking (preferably Switching & Routing), Linux Systems (preferably CLI administration), DevOps, Container Architecture, Cloud, or Enterprise Storage.
• Communication: Proficient in both written and verbal communication, with the ability to collaborate across geographically dispersed teams and effectively relay everything from data points to critical feedback.
• Strong analytical and problem-solving skills.
• Fluent proficiency in English.

Nice To Haves

• Degree in Engineering or Computer Science preferred.

Responsibilities

• Work directly with enterprise customers to replicate, troubleshoot, and resolve complex technical issues.
• Act as a trusted advisor to customers by understanding their business needs and aligning technical solutions accordingly.
• Proactively monitor customer environments to identify potential issues before they become critical.
• Champion customer feedback internally to influence product roadmap and support processes.
• Collaborate with technology partners (e.g., VMware, Citrix, Microsoft, AWS) to resolve customer issues and push improvements into the customer’s ecosystem.
• Improve the observability and serviceability of the product by testing new features and developing tools to scale our deployments and auto-support infrastructure.
• Contribute to postmortem documentation and ensure lessons learned are applied to future engagements.
• Assist in onboarding new customers by providing technical guidance and best practices.
• Develop and contribute to internal and external knowledge bases.
• Deliver technical workshops or webinars to educate customers on product capabilities and troubleshooting techniques.
• Mentor junior support engineers and contribute to team skill development.
• Stay current with industry trends and emerging technologies relevant to the product ecosystem.
• Conducts training sessions and proactively share knowledge with team members by translating field learnings into actionable best practices.
• Work with Engineering to identify defects and opportunities for product improvement.
• Work closely with Customer Success, Sales, and Product Management to ensure a seamless customer experience.
• Participate in strategic account planning to align support efforts with customer goals.
• Provide support on weekdays and off-hours on an as-needed basis.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior