Cloud Admin (Sr. Nutanix Admin)

The L3 Support Engineer for Nutanix is responsible for resolving complex and high-priority technical issues that have been escalated from the L1 and L2 teams. You must have extensive knowledge of Nutanix solutions and lead troubleshooting efforts for critical customer issues, ensuring quick and effective problem resolution. You will often collaborate with product development and R&D teams to identify and address the root causes of bugs or system design issues. You are expected to possess extensive knowledge of Nutanix products such as Prism, AHV, Nutanix Storage, and Nutanix Cloud Platform. Proficiency in virtualization platforms (VMware, AHV, Hyper-V) and cloud infrastructure is a must. A solid understanding of networking protocols and technologies (TCP/IP, VLAN, DNS, etc.) is also required. Experience in advanced troubleshooting using tools like packet sniffers, log analysis, and system monitoring tools is essential. Your responsibilities include leading resolution efforts for critical technical issues related to Nutanix hardware, software, storage, and cloud platforms. You will perform deep diagnostics and debugging when necessary. Additionally, you will manage escalated tickets from L2 engineers, ensuring the timely and thorough resolution of customer issues and provide guidance to junior engineers when needed. Conducting in-depth analysis of complex customer issues to determine the root cause and recommend permanent fixes is crucial. You will collaborate with engineering teams to resolve product bugs or feature gaps. Working closely with the engineering, product management, and R&D teams is important to provide feedback on recurring customer issues, assist in software/hardware development, and contribute to future product enhancements. You will be responsible for communicating with customers regarding high-priority issues, updates, and resolution plans. Serving as a liaison between the support team and the customer during complex problem resolution is part of your role. Creating and maintaining technical documentation, troubleshooting guides, and knowledge base articles is essential. You will also help develop internal processes to improve support efficiency. Assisting in testing and validating new features and updates, providing feedback for improvements is expected. Additionally, you will mentor and guide L1 and L2 engineers in troubleshooting techniques and best practices for Nutanix solutions.,