**Hungry, Humble, Honest, with Heart.**
**The Opportunity**
We are seeking a **Technical Support Engineer** with a strong focus on **hardware support** for enterprise-grade servers within hyper-converged infrastructure environments. This role involves providing remote assistance to **field engineers** during hardware replacement activities for servers managed by a **Nutanix 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 integral 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 mínimal 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**
- 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 escalate 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 in **enterprise hardware support** or 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 with **Nutanix clusters** or 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 to **follow 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.

📌 Technical Support Engineer - Hardware (Ciudad de México)
🏢 Nutanix
📍 Ciudad de México