Nutanix Support Engineer - L2

As an L2 Support Engineer for Nutanix, your primary responsibility is to provide advanced technical support to customers facing issues with Nutanix solutions. You will collaborate closely with L1 and L3 teams to ensure prompt troubleshooting, issue resolution, and customer satisfaction. Your role requires a strong understanding of Nutanix products such as AHV (Acropolis Hypervisor), Prism, and Nutanix Enterprise Cloud. Additionally, familiarity with networking protocols like TCP/IP, DNS, and HTTP is essential. Experience in troubleshooting virtualization platforms such as VMware, Hyper-V, or AHV is also a key requirement. Your problem-solving skills will be put to the test as you analyze complex customer issues related to Nutanix hardware, storage, virtualization, networking, and cloud solutions. You must be adept at performing root cause analysis and providing effective solutions within defined SLAs. In this position, you will be expected to handle incident management, ensuring that tickets are managed efficiently and documented accurately for knowledge-sharing purposes. You will also play a crucial role in escalating unresolved issues to the L3 team and collaborating with various departments to reproduce issues and contribute to product enhancements. Effective customer communication is vital in this role, as you will interact with customers to understand their concerns, provide updates on issue resolution progress, and offer necessary workarounds when needed. Furthermore, your contribution to building knowledge base articles, internal documentation, and training materials will be valuable for the support team's continuous improvement. With 4 to 8 years of experience and a background in BE/Btech/BCA/MCA/Mtech, you are well-positioned to excel in this role and contribute to Jio's mission of leveraging technology to serve the diverse needs of millions of Indians. Join us in this exciting journey of digital transformation and make a meaningful impact on the lives of people across the country.,