Senior System Reliability Engineer

Job description

Hungry, Humble, Honest, with Heart.

The Opportunity

Do you thrive on solving complex technical problems?

Do you want to be at the cutting edge of technology?

If so, we’re interested in speaking with you! Nutanix Worldwide Support is a global organization providing 24/7 support in over 150 countries in 20 different languages.

We’re as proud of our 96% Customer Satisfaction rating as we are of the advancement opportunities we can offer our team.

Product Support at Nutanix

We are obsessed with making our customers successful.

We’re comprised of leading technology specialists across networking, virtualization, OS, Cloud, and Storage domains.

Our customer base is growing rapidly and we’re looking for top-tier Systems Reliability Engineers who share our passion for customer success to join our team! We drive the success of our customers through passion and teamwork, ensuring quick response times and unparalleled customer satisfaction; our 90+ NPS score is a testament to this objective.

Our diverse, multicultural team of top-notch engineers acts as our customers champions, working closely with Engineering, Field, and Sales teams.

Our teams love to have constant learning opportunities and aim to become experts in Virtualization, Networking and Storage to name a few areas.

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.
+ 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.
+ Provide Support for our Federal entitled customer 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) 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.
+ Be a champion for our customers.

Go above and beyond to ensure customers are getting the most out of their investment in the Nutanix platform.

What You Will Bring

+ Excellent written and verbal communication skills—you’re able to work with a wide variety of people, collaborate with geographically distributed teams, and effectively communicate 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 after Linux Systems (preferably CLI administration): Virtualization (preferably VMware ESXi), Networking (preferably layer 2/3), 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.
+ Degree in IT, Networking, or Cloud/Virtualization preferred
+ Minimum 2 years relative working experience
+ Fluent proficiency in English.

Bilingual a plus!

About the Team

Meet James! Manager, Worldwide Support

+ Joined Nutanix in January 2018 as an SRE Intern
+ Rose to team lead as an SRE while coordinating Internships and eventually becoming the lead for Internships from 2020-2024
+ Moved to Support Management in August 2024 with the goal of setting up SREs to be impactful and successful within the company.
+ Looking for people who consistently develop their talents, collaborate effectively, and improve our products and services while obsessing over our customers

What the Team Says

+ James first joined Nutanix as an intern on the SRE team in 201x, he was rapidly promoted through the SRE ranks to Team Leader and eventually SRE Manager.

He has multiple academic degrees in both Networking and Storage & Virtualization.

He has also achieved multiple industry certifications including, CCNA, VCP, and the Capstone of Nutanix SRE internal certs, the Nutanix Support Specialist (the pre-requisite being the more broadly known NCM-MCI) and is the leader of the SRE onboarding efforts.

- AJ Ulak, Sr. Manager of Worldwide Support
+ Nutanix has infrastructure that fosters a genuinely holistic teamwork environment, where the physical and mental health of individuals is deeply important.

I've never experienced this with any other employer who claimed to value teamwork.

- Olivia, Sr SRE

How We Work

+ We are a hybrid team with three days a week in the office balanced with WFH.

We host weekly team huddles, catered lunches twice a week, and a calendar of regular celebrations that bring us together.

We leverage connectivity tools like Zoom, Slack, and email to stay connected.

Pay Range

The pay range for this position at commencement of employment is expected to be between USD $106,400 and USD $ 212,400 per year.

However, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.

The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered.

Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
We're an Equal Opportunity Employer Nutanix is an Equal Employment Opportunity and (in the U.S.) an Affirmative Action employer.

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 CandidateAccommodationRequests@nutanix.com.

Required Skill Profession

Other General