Technical Support Engineer – Hardware

Description

Summary: Seeking a Technical Support Engineer with a strong focus on hardware support for enterprise servers within hyper-converged infrastructure, providing remote assistance and troubleshooting hardware issues. Highlights: 1. Primary technical escalation point for hardware-related support cases 2. Troubleshoot complex issues involving servers, storage, and networking 3. Collaborate with engineering and vendors for hardware failure analysis **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 global 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.