Systems Reliability Engineer

”Hungry, Humble, Honest, with Heart.”

Nutanix is a global leader in hybrid multicloud, providing a single platform to run and manage any app or data, anywhere. Beyond eliminating infrastructure complexity, we empower enterprises to leverage AI (Artificial Intelligence) and cloud-native development, enabling our customers to move away from IT operations management and focus on business innovation. Guided by our core values of being "Hungry, Humble, Honest, with Heart," we are committed to continuous learning and team collaboration to 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 has earned an NPS (Net Promoter Score) of +90 or higher from our customers.

Beyond responding to customer technical issues via support cases, we also create Knowledge Base (KB) articles and register product improvements with our development engineers.

Because this role requires knowledge not only of our own products but also of third-party virtualization products and public clouds, there is a constant demand for technical knowledge and skill development. While self-study is expected, we actively encourage participation in internal and external training.

<Comprehensive onboarding and training provided after joining>

Your Role

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

What You Will Bring

We are hiring engineers of all experience levels, from relatively junior to senior.

【Ideal Candidate Profile】

• A desire to continue growing by actively adopting cutting-edge technology, regardless of your past experience or achievements.
• Someone who values communication and teamwork and can meet the expectations of internal and external stakeholders.
• Someone who understands the importance of identifying and solving the customer's true challenges.
• Fluent in Japanese (including reading, writing, and speaking).
• Must possess a valid work permit.

【Nice to have】

• Experience in technical support, operations, or implementation for at least one of the following: cloud products, server OS (Linux/Unix, Windows), networking, storage, databases, or virtualization products.
• English proficiency for reading and writing (required 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.