Staff Escalation Engineer

3 days ago

Bangalore, India Nutanix Full time

Hungry, Humble, Honest, with Heart.

The Opportunity:

We ensure the success of our ground-breaking technology through cluster health monitoring, quick response time, and unparalleled customer intimacy. We are top-notch engineers from leading virtualization, compute, and networking companies with the ability to handle all problems that come our way.

The Nutanix Support Team works closely with Sales and Software Engineers and serves as customer champions. The team supports our cloud solution and strives to provide an over-the-top support experience to our customers, leveraging our private cloud solution and ensuring a successful & enriching product experience for our customers.

Nutanix Support Escalation team is looking for an experienced engineer responsible for solving some of the most complex and critical customer issues. You would also be providing technical assistance to other internal support members and upholding the technical excellence of the team. As a part of the Escalations Team, you will interact with Engineering, QA, Product Management, and other internal teams to ensure that Nutanix products are of the highest quality.

Product Support at Nutanix:

Nutanix's Support Escalation Team is a dynamic group based in Bangalore, known for its Hungry, Humble, and Honest culture. The team consists of skilled and passionate individuals who are dedicated to providing top-notch support to our customers. The size of the team ensures a collaborative and tight-knit working atmosphere, fostering a sense of unity and camaraderie among the team members.

You will report to the Senior Manager, Worldwide Support, who leads with a focus on mentorship and professional growth. As part of Nutanix's hybrid work model, you will be required to work in the office three days a week, allowing for collaboration and face-to-face interactions with team members. This setup strikes a balance between the benefits of in-person collaboration and the flexibility of remote work, enabling you to thrive in a supportive work environment.

At Nutanix, we understand the importance of work-life balance, and thus, there are no travel requirements for this role. You can focus on delivering exceptional support to our customers while enjoying a stable and predictable work routine.

Your Role:

  • Work on highly complex customer technical issues and drive the debugging, isolation, mitigation, and resolution of them

  • Drive critical customer situations to closure by maintaining communication with customers, providing regular updates, conducting Root Cause Analysis, and maintaining consistent dialogue with Engineering as required

  • Provide technical leadership 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 the customers and take necessary steps to resolve them

  • Improve the 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 to resolve issues and push improvements in our ecosystem

  • Develop and contribute to internal and external knowledge base articles

  • Actively participate in support case deflection activities

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

What You Will Bring:

  • The passion & ability to learn new things while never being satisfied with the status quo

  • Excellent interpersonal communication skills that span both business and technical audience

  • Solid problem-solving skills with a customer-centric approach.

  • Be able to work in virtual teams comprising members of cross-functional teams

  • Lead conference calls to ensure timely resolution of customer issues

Qualifications and Experience:

  • 8+ years of relevant industry experience

  • Bachelor's degree in Engineering (or equivalent)

  • A critical thinker and enjoys solving complex issues often involving code-level analysis.

  • Deep understanding of Operating System principles & Extensive knowledge of UNIX/Linux

  • Scripting knowledge (SHELL, Python) is desirable

  • Familiarity with concepts of distributed systems & x86 architecture

  • Experience working with virtualization technologies like KVM, VMware, Hyper-V, and Xen. KVM or VMware is preferred.

  • Experience with Docker and/or Kubernetes is a plus.

  • Good Knowledge of networking components (Routing, Switching, Firewall, IPSEC, load balancer, etc.)

  • In-depth knowledge of protocols such as TCP, HTTP, HTTPS, TLS, SMTP, FTP, DNS, etc

  • Experience troubleshooting with Network Protocol Analysers (tcpdump, Wireshark)”

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 expression, national origin, age, marital status, protected veteran status, disability status or any other category protected by applicable law. We hire and promote individuals solely on the basis of qualifications for the job to be filled. We strive to foster an inclusive working environment that enables all our Nutants to be themselves and to do great work in a safe and welcoming environment, free of unlawful discrimination, intimidation or harassment. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need a reasonable accommodation, please let us know by contacting CandidateAccommodationRequests@nutanix.com.

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