The L3 Support Engineer for Nutanix is responsible for handling complex, high-priority technical issues escalated from the L1 and L2 teams. They provide deep expertise in Nutanix solutions and lead troubleshooting efforts for critical customer issues, ensuring fast and efficient problem resolution. L3 engineers often work with product development and R&D teams to identify and resolve root causes of bugs or system design issues.

1. Extensive knowledge of Nutanix products such as Prism, AHV, Nutanix Storage, and Nutanix Cloud Platform.
2. Proficiency in virtualization platforms (VMware, AHV, Hyper-V) and cloud infrastructure.
3. Solid understanding of networking protocols and technologies (TCP/IP, VLAN, DNS, etc.).
4. Experience in advanced troubleshooting using tools like packet sniffers, log analysis, and system monitoring tools.
5. Advanced Troubleshooting: Lead resolution efforts for critical technical issues related to Nutanix hardware, software, storage, and cloud platforms. Perform deep diagnostics and debugging when necessary.
6. Escalation Management: Manage escalated tickets from L2 engineers, ensuring the timely and thorough resolution of customer issues. Provide guidance to junior engineers when needed.
7. Root Cause Analysis: Conduct in-depth analysis of complex customer issues to determine the root cause and recommend permanent fixes. Collaborate with engineering teams to resolve product bugs or feature gaps.
8. Collaboration with Engineering: Work closely with the engineering, product management, and R&D teams to provide feedback on recurring customer issues, assist in software/hardware development, and contribute to future product enhancements.
9. Customer Interaction: Communicate with customers regarding high-priority issues, updates, and resolution plans. Serve as a liaison between the support team and the customer during complex problem resolution.
10. Documentation and Knowledge Sharing: Create and maintain technical documentation, troubleshooting guides, and knowledge base articles. Help develop internal processes to improve support efficiency.
11. Product Testing and Feedback: Assist in testing and validating new features and updates, providing feedback for improvements.
12. Mentorship: Mentor and guide L1 and L2 engineers in troubleshooting techniques and best practices for Nutanix solutions.

Nutanix

1. Excellent communication skills and ability to convey technical information to non-technical customers.
2. Strong problem-solving and analytical skills.