Systems Reliability Engineer II — Hybrid Cloud

Nutanix, Inc.; Ciudad de México; Híbrido; MXN 800.000 - 1.400.000; Jornada completa

Descripción de la vacante

Nutanix in Mexico City is seeking a Systems Reliability Engineer II to support our cloud solution, troubleshoot complex issues, and work with developers to drive product improvements. You will handle incident management, RCA, and collaborate with partners to improve ecosystem.

The role is hybrid, requiring on-site presence several days a week with remote work options, and you will collaborate with cross-functional teams across engineering, sales, and support.

Formación

• Excellent written and verbal communication across distributed teams.
• Customer-focused approach delivering high-quality support.
• Strong troubleshooting across virtualization, networking, Linux or cloud domains.
• Analytical and problem-solving capabilities.
• Fluent in English for cross-border collaboration.

Responsabilidades

• Work directly with customers to troubleshoot, debug, reproduce and resolve complex technical issues.
• Collaborate with developers to identify defects and opportunities for product improvement.
• Participate in incident management and root cause analysis for critical issues.
• Improve serviceability by testing new features and developing tools to scale deployments and auto-support infrastructure.
• Provide analysis of customer base to anticipate risks in the install base.
• Define product changes with the development team based on customer feedback.
• Collaborate with technology partners to resolve issues and push ecosystem improvements.
• Develop and contribute to knowledge bases and drive continuous improvement.
• Provide support on weekdays and off-hours on a rotating basis.

Conocimientos

Communication skills

Customer obsession

Troubleshooting

Analytical skills

English fluency

Experience (4+ years)

Educación

Engineering or Computer Science degree

Descripción del empleo

Systems Reliability Engineer II

Hungry, Humble, Honest, with Heart.

The Opportunity

We are looking for an accomplished Systems Reliability Engineer to support our cloud solution in the field and provide an enriched and successful product experience to our customers leveraging our private cloud solution.

About the Team

We are top-notch engineers from leading virtualization, compute, and networking companies with the ability to handle all problems that come our way. Working closely with Sales and Software Engineers, the support team acts as our customers’ champions.

If you have a passion for working as a team, getting the job done well and always striving for more with an interest of how it can impact businesses, we want to talk with you.

Your Role

• Work directly with our customers to troubleshoot, debug, reproduce and resolve complex technical issues.
• Work with our developers to identify defects and opportunities for product improvement.
• Participate in incident management and root cause analysis (RCA) for critical issues.
• Improve the serviceability of the product by testing new features and developing tools to scale our deployments and auto-support infrastructure.
• Provide an analysis of our existing customer base to avoid and minimize risks in the install base.
• Define and inspire changes to our product with our development engineering team based on feedback from customers and partner implementations.
• Collaborate with technology partners (e.g., VMware, Citrix, Microsoft, AWS) to resolve issues and push improvements in our ecosystem.
• Develop and contribute to internal and external knowledge bases and drive continuous improvement in everything we do.
• Provide support on weekdays and off-hours on an as-needed and scheduled rotational basis.

What You Will Bring

• Minimum 4 years relative working 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 communicating everything from data points to critical feedback.
• Customer Obsession – you're passionate about delivering a high-quality support experience and providing customers with the tools they need to succeed. You judge our own success by the success of the team and the happiness of our customers.
• Professional expertise in troubleshooting at least two of the following: Virtualization (preferably VMware ESXi), Networking (preferably layer 2/3), Linux Systems (preferably CLI administration), DevOps, 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: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. For most roles, that will mean coming into an office a minimum of 3 days per week, however certain roles and/or teams may require more frequent in-office presence. Additional team-specific guidance and norms will be provided by your manager.