Technical Support Engineer – Hardware

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

We are seeking aTechnical Support Engineerwith a strong focus onhardware supportfor enterprise-grade servers within hyper-converged infrastructure environments. This role involves providing remote assistance tofield engineersduring hardware replacement activities for servers managed by aNutanix cluster stack, as well as handling support tickets related to hardware issues.
You will be responsible for accurately framing problems, troubleshooting hardware issues, and engaging additional technical resources as necessary.

About the Team

• Act as the primary technical escalation point for hardware-related support cases from global customers.
• Troubleshoot complex issues involving servers, storage and networking.
• Collaborate with engineering and vendors for hardware failure analysis and RMA investigations.
• Perform in-depth log analysis, firmware validation, and system health checks.
• Guide field teams through hardware replacement procedures and validations.
• Own and drive critical incidents to resolution with minimal downtime to customer environments.
• Contribute to and maintain internal knowledge-based articles and troubleshooting guides.
• Identify recurring issues and work with engineering to drive long-term solutions and design improvements.
• Go above and beyond to support their business and use of the Nutanix stack.

Your Role

• Provideremote technical supportvia phone and Remote Sharing to field engineers performing hardware replacements.
• Work onsupport ticketsrelated 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.

What You Will Bring

• 2+ years of hands-on experience inenterprise hardware supportor systems engineering.
• Basic Skills required:
  • Hardware Expertise:proven experience in server hardware replacement and troubleshooting.
  • Networking:basic to medium networking knowledge (IP addressing, VLANs, connectivity troubleshooting).
  • Linux:basic to medium system management skills with CLI.
  • Virtualization:Basic to medium level experience with VMware and/or AHV (or similar KVM-based hypervisors).
• Nice to have:
  • Storage:Basic to medium understanding of storage concepts.
  • Experience withNutanix clustersor similar hyper-converged platforms.
• Additional Skills:
  • Framing & Troubleshooting:Ability to frame technical problems accurately and perform effective troubleshooting before escalation.
  • Documentation: experience with process documentation, KBs, etc.
  • Root Cause: experience in analysis to obtain and document the root cause.
  • Ability tofollow procedures, guide others through technical tasks, and manage escalations effectively.
• Communication:Fluent in English; strong ability to handle calls and video sessions professionally.
• Familiarity with enterprise support environments and ticketing systems.
• Customer-focused mindset with excellent problem-solving skills.

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.

Nutanix is an equal opportunity employer.

Nutanix is an Equal Employment Opportunity and (in the U.S.) an Aff… 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 [e-mail] .