- Debug, root cause and resolve customer issues escalated via Critical Accounts Program (CAP)
- Manage critical customer situations through communication with customers including periodic statusing, Root Cause Analysis and consistent dialog with Engineering, as needed
- Provide technical leadership to SRE teams on Nutanix products and customer handling
- Act as a technical escalation path for SRE teams for critical bug prioritization
- Perform case reviews for accounts identified as hot to improve customer satisfaction
- Pro-actively seek out issues that can affect the customers and take necessary steps to resolve them
- Improve serviceability of the product by contributing to the development of tools to scale our field deployment and auto-support infrastructure
- Define and drive changes to our product with the Engineering teams
- Work with technology partners (ie. VMware, Citrix, Microsoft) to resolve issues and push improvements in our ecosystem
- Develop and contribute to internal and external knowledge base articles
- Actively participate in ONCALL and support case deflection activities
- Be a champion for our customers. Go above and beyond to support their business and use of the Nutanix product
Qualifications and Experience:
- 5+ years of experience in virtualization (preferably VMware ESXi or Microsoft Hyper-V), Layer 2/3 networking, Linux systems administration, and storage analysis, and troubleshooting
- BS in Engineering (or equivalent and 5+ years work experience)
Requirements:
- Excellent interpersonal communication skills that span both business and technical audience
- Solid problem solving skills with customer centric approach.
- The passion & ability to learn new things, while never being satisfied with the status quo
- Be able to work in virtual teams comprising of members of cross-functional teams
- Lead conference calls to ensure timely resolution of customer issues