System Reliability Engineer

About the position

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. We are obsessed with making our customers successful. We're comprised of leading technology specialists across networking, virtualization, OS, Cloud, DevOps, 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.

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.
• 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.
• Customer Obsession: Passionate about delivering a high-quality support experience.
• Professional expertise in troubleshooting at least two of the following: Virtualization (preferably VMware ESXi), Networking (preferably layer 2/3), Linux Systems (preferably CLI administration), DevOps, Cloud or Enterprise Storage.
• Degree in Engineering or CS preferred.
• Minimum 2 years relative working experience.
• Fluent proficiency in English. Bilingual a plus!

Benefits

• Sign-on bonus
• Restricted stock units
• Discretionary awards
• Full range of medical benefits
• 401(k) eligibility
• Various paid time off benefits, such as vacation, sick time, and parental leave