Remote Hyper-Converged Hardware Support Engineer

Nutanix, Inc.; México; Hybrid; MXN 180,000 - 280,000; Full time

Job summary

Nutanix, Inc. is seeking a Technical Support Engineer focused on hardware support for enterprise servers in hyper-converged environments.

You will assist field engineers remotely during hardware replacements and handle hardware-related tickets, framing problems and escalating when needed. In this role you will troubleshoot server hardware, participate in log analysis and firmware validation, and contribute to knowledge-base articles.

Qualifications

• 2+ years of hands-on enterprise hardware support or systems engineering.
• Hardware expertise: server replacement and troubleshooting.
• Networking: IP addressing, VLANs, connectivity troubleshooting.
• Linux: basic to medium system management with CLI.
• Virtualization: VMware and/or AHV (or similar KVM-based hypervisors).
• Storage: Basic to medium understanding of storage concepts.
• Nutanix clusters: experience with Nutanix clusters or similar HCI.
• Framing & Troubleshooting: frame technical problems accurately and troubleshoot before escalation.
• Documentation: experience with KBs and process documentation.
• Root Cause: analyze to obtain and document root cause.
• Follow procedures: guide others and manage escalations.
• Communication: Fluent in English; professional calls/video sessions.

Responsibilities

• Provide remote technical support via phone and Remote Sharing to field engineers performing hardware replacements.
• Work on support tickets related to hardware issues, ensuring timely resolution.
• Frame problems clearly and elevate to specialized technical resources when required.
• Follow documented procedures and ensure compliance during replacement activities.
• Assist with troubleshooting and resolving hardware-related issues in Nutanix-based hyper-converged systems.
• Collaborate with customers and field engineers to deliver a seamless support experience.
• Document cases and maintain accurate records in the support system.

Skills

Enterprise hardware support

Networking

Linux

Virtualization

Nutanix clusters

Framing & Troubleshooting

Documentation

Root Cause

Follow procedures

Communication: English

Ticketing systems

Tools

Nutanix platforms

Job description

Nutanix, Inc. is seeking a Technical Support Engineer focused on hardware support for enterprise servers in hyper-converged environments.

You will assist field engineers remotely during hardware replacements and handle hardware-related tickets, framing problems and escalating when needed. In this role you will troubleshoot server hardware, participate in log analysis and firmware validation, and contribute to knowledge-base articles.