Nutanix Support Engineer

2 days ago

Guwahati, Assam, India Jio Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Jio is the new age technology company leading the Digital, Big Data and AI Revolution that is taking place in India. This revolution is going to impact the lives of 1.3 billion Indians and its our responsibility to cater to the needs of every rural and urban Indians by using every skill and technology that is available at our disposal.

Jio has over 400 million customers in India, generating petabytes of data every second, and hence the need to build infinitely scaling, low latency, high throughput and highly available systems.

Experience :- 4 Years to 8 Years.

Education : - BE / Btech / BCA / MCA / Mtech.

Job Summary : -

The L2 Support Engineer for Nutanix is responsible for providing advanced technical support for customers experiencing technical issues related to Nutanix solutions. This position works closely with L1 (first-line support) and L3 (third-line support) teams to ensure customer satisfaction through troubleshooting, issue resolution, and escalations.

Mandatory Skills/Knowledge :-

1.Strong understanding of Nutanix products, including AHV (Acropolis Hypervisor), Prism, and Nutanix Enterprise Cloud.

2.Familiarity with networking protocols (TCP/IP, DNS, HTTP, etc.).

3.Experience with troubleshooting virtualization platforms (VMware, Hyper-V, or AHV).

4.Excellent problem-solving skills and ability to perform root cause analysis.

5.Customer Support: Provide second-line support for Nutanix customers by responding to incidents and resolving technical issues related to Nutanix hardware, software, and infrastructure.

6.Troubleshooting: Analyze complex customer issues involving Nutanix hardware, storage, virtualization, networking, and cloud solutions. Utilize available tools and resources for effective problem resolution.

7.Incident Management: Ensure that tickets and incidents are managed according to SLAs. Document technical solutions for troubleshooting and knowledge-sharing purposes.

8.Escalation: If necessary, escalate unresolved issues to the L3 team, providing all relevant information to speed up resolution.

9.Collaboration: Work closely with other teams (R&D, L3, and engineering) to reproduce issues and provide feedback on product improvements.

10.Customer Communication: Communicate with customers to understand their issues, update them on the status of their cases, and provide necessary resolutions or workarounds.

11.Training & Documentation: Help build knowledge base articles, internal documentation, and training materials for the support team.

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