Systems Reliability Engineer

Nutanix•Durham, NC

3d•Hybrid

About The Position

Hungry, Humble, Honest, with Heart. The Opportunity Do you thrive on solving complex technical problems? Do you want to be at the cutting edge of technology? If so, we’re interested in speaking with you! Nutanix Worldwide Support is a global organization providing 24/7 support in over 150 countries in 20 different languages.  We’re as proud of our 96% Customer Satisfaction rating as we are of the advancement opportunities we can offer our team. About the Team We are obsessed with making our customers successful. We’re comprised of leading technology specialists across networking, virtualization, OS, Cloud, and Storage domains. Our customer base is growing rapidly and we’re looking for top-tier Systems Reliability Engineers who share our passion for customer success to join our team! We drive the success of our customers through passion and teamwork, ensuring quick response times and unparalleled customer satisfaction; our 90+ NPS score is a testament to this objective. Our diverse, multicultural team of top-notch engineers acts as our customers champions, working closely with Engineering, Field, and Sales teams. Our teams love to have constant learning opportunities and aim to become experts in Virtualization, Networking and Storage to name a few areas. 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. 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. Provide Support for our Federal entitled customer 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) 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. Be a champion for our customers. Go above and beyond to ensure customers are getting the most out of their investment in the Nutanix platform.

Requirements

Excellent written and verbal communication skills—you’re able to work with a wide variety of people, collaborate with geographically distributed teams, and effectively communicate everything from data points to critical feedback.
Customer Obsession: You're passionate about delivering a high-quality support experience and providing customers with the tools they need to succeed. You judge our own success by the success of the team and the happiness of our customers.
Professional expertise in troubleshooting at least two of the following after Linux Systems (preferably CLI administration): Virtualization (preferably VMware ESXi), Networking (preferably layer 2/3), 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.
Degree in IT, Networking, or Cloud/Virtualization preferred
Minimum 2 years relative working experience
Fluent proficiency in English.
Bilingual a plus!

Responsibilities

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.
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.
Provide Support for our Federal entitled customer 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) 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.
Be a champion for our customers. Go above and beyond to ensure customers are getting the most out of their investment in the Nutanix platform.