Designated Support Engineer

Overview

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.

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 work directly with our customers and with other Services, such as Residents and Technical Account Management, and with Departments like Professional 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.

• Technical Expertise & Customer Advocacy:
  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.
• Operational Excellence:
  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.
• Training & Enablement:
  Develop and contribute to internal and external knowledge bases and 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.
• Cross-Functional Collaboration:
  
  Work with Engineering to identify defects and opportunities for product improvement; collaborate 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 and provide support on weekdays and off-hours on an as-needed basis.

• Minimum 5 Years Of Related Work Experience
• Excellent written and verbal communication skills – 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 – passionate about delivering a high-quality customer experience and serving as a trusted advisor who provides customers with insights and tools to succeed; measure success by the success of the team and customer satisfaction, building lasting relationships rooted in trust and collaboration.
• Professional expertise in troubleshooting at least two of:
  Virtualization (Nutanix AHV or VMware ESXi), Networking (Switching & Routing), Linux Systems (CLI administration), Dev Ops, Container Architecture, Cloud, or Enterprise Storage.
• Strong analytical and problem-solving skills.
• Degree in Engineering or Computer Science preferred;
  English fluency required.
• Work Arrangement:
  Hybrid, 3 days per week in-office required (role operates in a hybrid capacity with remote work and in-person collaboration).