Job Description
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), DevOps, 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
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