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 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
- 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
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