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