Systems Reliability Engineer

"Hungry, Humble, Honest, with Heart."

Nutanix is a global leader in hybrid multicloud that provides a single platform to run and manage any app and data anywhere. We eliminate infrastructure complexity and empower enterprises to harness AI and accelerate cloud-native development, freeing customers from IT operations management so they can focus on business innovation. With our core values of "Hungry, Humble, Honest, with Heart," we continuously learn, collaborate as a team, and contribute to our customers' success.

About the Team

We are a Technical Support Engineering team that troubleshoots technical issues occurring in customer environments. Our technical support receives customer ratings of NPS (Net Promoter Score) above +90.

We not only address customer technical issues through support cases, but also create Knowledge Bases (KB) and register product improvement requests with our development engineering team.

Because our role requires not only product knowledge of our own solutions but also knowledge of third-party virtualization products and public clouds, continuous improvement of technical knowledge and skills is always required. We actively encourage self-directed learning as well as participation in internal and external training.

Your Role

• Troubleshoot, debug, analyze, and perform break-fix on technical issues occurring in customer environments
• Diagnose and share analysis results on the health of customer environments
• Provide feedback to the development engineering team for product and process improvements based on customer feedback and actual use cases
• Create and update Knowledge Bases and FAQ documentation
• Share acquired knowledge and experience within the team
• Improve product usability through testing new features and tool development
• Collaborate with technology partners (VMware, Citrix, Microsoft, etc.) to resolve issues and drive ecosystem improvements
• Work during business hours and provide on-call support outside business hours on a rotational basis

What You Will Bring

We welcome applications from engineers at all experience levels, from those with relatively limited experience to senior engineers.

【Desired Profile】

• You have the willingness to continuously grow by actively adopting cutting-edge technologies without being bound by your past experience and achievements
• You value communication and teamwork, and can meet the expectations of internal and external stakeholders
• You understand the importance of identifying and solving customers' true challenges
• You are fluent in Japanese (reading, writing, and conversation)
• You hold a valid work visa

【Nice to have】

• Experience providing technical support, operating, or implementing cloud products, server OS (Linux/Unix, Windows), networking, storage, databases, or virtualization products
• English reading and writing ability (necessary for referencing manuals, KBs, and communicating with development engineers)

The Opportunity

We ensure the success of our groundbreaking technology through cluster health monitoring, quick response time, and unparalleled customer intimacy. We are top-notch engineers from leading virtualization, computing, and networking companies with the ability to handle all problems that come our way. Working closely with Sales and Software Engineers, the support team acts as our customers' champions.

Nutanix is seeking well-rounded, junior and senior, customer-facing Technical Support Engineers. You will support our cloud solution in the field and provide an enriched and successful product experience. You will need to be the champion for Nutanix, by providing an over the top support experience to our customers by leveraging our private cloud solution.

Candidates must possess a local work permit and be fluent in Japanese (native level or JLPT N1) to perform responsibilities effectively.

Your Role

• Troubleshoot, debug and diagnose customer issues encountered in the field.
• Improve the serviceability of the product by testing new features and developing tools to scale our field deployment and auto-support infrastructure.
• Provide analysis of our existing customer base to avoid and minimize risks in the field.
• Define and drive changes to our product with our development engineering team based on feedback from customers and field implementations.
• Work with technology partners (ie.g. VMware, Citrix, Microsoft) to resolve issues and push improvements in our ecosystem.
• Develop and contribute to internal and external knowledge bases.
• Provide support on weekdays and also off hours on an as needed and scheduled rotational basis
• Be a champion for our customers. Go above and beyond to support their business and use of the Nutanix stack.

What The Team Says

• We work as one team. We are working with Sale/SE/TAM/Consulting to deliver world-class support.
• We are silent heroes. We always quietly solve our customers' problems and support their business every day. However, in reality, we are a cheerful team that actively engages in discussions both inside and outside the team.