Designated Support Engineer

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.

Your Role

- Technical Expertise & Customer Advocacy

o Work directly with enterprise customers to replicate, troubleshoot, and

resolve complex technical issues.

o Act as a trusted advisor to customers by understanding their business needs

and aligning technical solutions accordingly.

o Proactively monitor customer environments to identify potential issues

before they become critical.

o Champion customer feedback internally to influence product roadmap and

support processes.

o Collaborate with technology partners (e.g., VMware, Citrix, Microsoft, AWS)

to resolve customer issues and push improvements into the customer's

ecosystem.

- Operational Excellence

o Improve the observability and serviceability of the product by testing new

features and developing tools to scale our deployments and auto-support

infrastructure.

o Contribute to postmortem documentation and ensure lessons learned are

applied to future engagements.

o Assist in onboarding new customers by providing technical guidance and

best practices.

- Training & Enablement

o Develop and contribute to internal and external knowledge bases.

o Deliver technical workshops or webinars to educate customers on product

capabilities and troubleshooting techniques.

o Mentor junior support engineers and contribute to team skill development.

o Stay current with industry trends and emerging technologies relevant to the

product ecosystem.

o Conducts training sessions and proactively share knowledge with team

members by translating field learnings into actionable best practices.

- Cross-Functional Collaboration

o Work with Engineering to identify defects and opportunities for product

improvement.

o Work closely with Customer Success, Sales, and Product Management to

ensure a seamless customer experience.

o Participate in strategic account planning to align support efforts with

customer goals.

o Provide support on weekdays and off-hours on an as-needed basis.

What You Will Bring

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), Dev Ops, 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.

Degree in Engineering or Computer Science preferred.

Fluent proficiency in English.

Work Arrangement

Hybrid, 3 days per week in-office required:
This role operates in a hybrid capacity, blending

the benefits of remote work with the advantages of in-person collaboration. Additional

team-specific guidance and norms will be provided by your manager

We're 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…