Nutanix Support Engineer - L2

As an L2 Support Engineer for Nutanix at Jio, you will be responsible for providing advanced technical support to customers facing issues related to Nutanix solutions. You will collaborate with L1 and L3 teams to ensure customer satisfaction through troubleshooting, issue resolution, and escalations. **Key Responsibilities:** - Strong understanding of Nutanix products, including AHV (Acropolis Hypervisor), Prism, and Nutanix Enterprise Cloud. - Familiarity with networking protocols such as TCP/IP, DNS, HTTP, etc. - Experience in troubleshooting virtualization platforms like VMware, Hyper-V, or AHV. - Excellent problem-solving skills with the ability to perform root cause analysis. - Provide second-line support to Nutanix customers by addressing incidents and resolving technical issues related to Nutanix hardware, software, and infrastructure. - Analyze complex customer issues across Nutanix hardware, storage, virtualization, networking, and cloud solutions utilizing available tools for effective problem resolution. - Ensure timely management of tickets and incidents as per SLAs, document technical solutions for troubleshooting and knowledge-sharing purposes. - Escalate unresolved issues to the L3 team when necessary, providing all relevant information for expedited resolution. - Collaborate with other teams including R&D, L3, and engineering to reproduce issues and provide feedback for product improvements. - Communicate with customers to comprehend their concerns, provide updates on case statuses, and offer necessary resolutions or workarounds. - Assist in creating knowledge base articles, internal documentation, and training materials for the support team. **Qualifications Required:** - 4 to 8 years of experience in a similar role. - Education background in BE/Btech/BCA/MCA/Mtech. At Jio, being a part of the new age technology revolution impacting the lives of billions of Indians, you will have the opportunity to work with cutting-edge technologies and a diverse customer base.,