13 Jan

Escalation Engineer Jobs Vacancy in Nutanix Bengaluru

Position
Escalation Engineer
Company
Nutanix
Location
Bengaluru KA
Opening
13 Jan, 2018 4 days ago

Nutanix Bengaluru urgently required following position for Escalation Engineer. Please read this job advertisement carefully before apply. There are some qualifications, experience and skills requirement that the employers require. Does your career history fit these requirements? Ensure you understand the role you are applying for and that it is suited to your skills and qualifications.

Follow the online directions, complete all the necessary fields, and provide all relevant information so your application is submitted correctly. When you click the 'Apply this Job' button (open in new window) you will be taken to the online application form. Here you will be asked to provide personal and contact details, respond to employment-related questions, and show how you meet the key selection criteria.

Escalation Engineer Jobs Vacancy in Nutanix Bengaluru Jobs Details:

Job Summary
The Nutanix Support Escalation team is responsible for solving some of the most complex and critical customer issues via the Critical Accounts Program (CAP). Our team works closely with Engineering, QA, Product Management, and other internal teams to ensure that Nutanix products are of the highest quality. Responsibilities:
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 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 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
1+ years of experience supporting the Nutanix product
BS in Engineering (or equivalent and 5+ years work experience)


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