Escalation Engineer

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Job Summary

The Nutanix Support Escalation team is the senior level support engineering function in Nutanix, responsible for solving some of the most complex and critical customer issues via the Critical Accounts Program (CAP). Our team works closely with Engineering, Quality Assurance, Product Management, and other internal teams to ensure that Nutanix products are of the highest quality.

Responsibilities:

Debug, root cause and resolve escalated customer issues 

Manage critical customer situations through communication with customers including periodic reports, Root Cause Analysis and consistent dialog with Engineering, as needed

Provide technical leadership and mentoring within Nutanix Support (to SRE teams) on Nutanix products and customer handling

Act as a technical escalation path for SRE teams for critical bug prioritization

Perform case reviews for accounts identified as hot to improve customer satisfaction

Proactively seek out issues that can affect our customers and take necessary steps to resolve them

Improve serviceability of the product by contributing to the development of tools to scale our field deployment and auto-support infrastructure

Define and drive changes to our product with the Engineering teams

Work with technology partners (i.e. VMware, Citrix, Microsoft) to resolve issues and push improvements in our ecosystem

Develop and contribute to knowledge base articles and other deflection activities

Be a champion for our customers. Go above and beyond to support their business and use of  Nutanix products

Requirements:

Excellent interpersonal communication skills that span both business and technical audience

Strong problem-solving skills with a customer centric approach.

Passion and ability to learn new things, while never being satisfied with the status quo

Ability to work in virtual teams comprised of members from cross-functional teams

Lead conference calls to ensure timely resolution of customer issues

Qualifications and Experience:

5 years of experience in virtualization (preferably VMware ESXi or Microsoft Hyper-V), Cloud (Azure, AWS, GCP), Layer 2/3 networking, Linux systems administration, and storage analysis, and troubleshooting

- 2 years in a vendor based product technical support role is highly desirable, including a backline (e.g. level 3 escalation support or equivalent) technical responsibility. 

BS in Engineering (or equivalent and 5 years of work experience)

Nutanix is an equal opportunity employer.

The Equal Employment Opportunity Policy is to provide fair and equal employment opportunity for all associates and job applicants regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, or disability. Nutanix hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

Nutanix believes that associates should be provided with a working environment that enables each associate to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, religion, national origin, gender, sexual orientation, age, marital status or disability.

We expect and require the cooperation of all associates in maintaining a discrimination and harassment-free atmosphere.

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Company info

Nutanix
Website : http://www.nutanix.com