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 general 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.
- Docume

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