Technical Content Engineer 3

Hungry, Humble, Honest, with Heart.

The Opportunity

Are you a detail-oriented technical writer with a strong background in technology, excellent communication skills, and a passion for creating clear, concise documentation? If so, join our dynamic Serviceability Team at Nutanix, where you will collaborate with talented engineers and cross-functional teams to enhance the customer experience through innovative content for our cutting-edge products.

About the Team
This role will be part of the Serviceability Team at Nutanix, located in Bangalore, India. The team is composed of highly skilled and passionate Engineers dedicated to enhancing product and customer experiences. The culture within the team fosters collaboration, growth, and innovation, with a strong focus on bridging the gaps between Product, Engineering, and Support. The mission of the Support Readiness team is to ensure that customer-facing teams are well-prepared for product launches, releases, and process changes, providing them with clear and concise information about Nutanix products to enable exceptional service delivery to customers.
You will report to the Manager, Support Readiness, who emphasizes a collaborative and supportive leadership style that values input from team members and promotes flexibility within the work environment. The work setup for this role is hybrid, with employees expected to be in the office 3 days per week, allowing for a balance between remote work and in-person collaboration as needed by the team.

Your Role

• Create and maintain how-to guides, troubleshooting articles, FAQs, knowledge base articles, and technical community content.
• Review support cases, escalations, bug reports, and root-cause analyses to identify content needs.
• Work with Support, Engineering, Product, and Customer Success teams to understand technical issues and product changes.
• Read logs, investigate symptoms, and document likely causes and resolutions.
• Reproduce issues and validate solutions in a lab or test environment when needed.
• Convert complex technical information into clear, step-by-step instructions.
• Create or support training materials and self-paced learning content for Support engineers.
• Review and improve existing content for accuracy, clarity, searchability, and usefulness.
• Use feedback, support data, and content analytics to improve documentation and help reduce repeated support cases.
• Contribute to documentation processes, content standards, automation, and knowledge management improvements.

What You Will Bring

• 5+ years of experience in technical writing, technical support, system administration, escalation engineering, or a similar role.
• Working knowledge of enterprise IT infrastructure, virtualization, storage, networking, Linux, or cloud technologies.
• Strong troubleshooting and problem-solving skills.
• Ability to read logs and understand technical symptoms, causes, and solutions.
• Ability to quickly understand complex products and explain them clearly to different audiences.
• Experience creating knowledge base articles, runbooks, troubleshooting guides, or product documentation.
• Experience working with support cases, escalations, RCAs, or bug tracking systems.
• Experience building or using lab environments to test technical solutions.
• Strong written and verbal communication skills.
• Ability to research technical information, manage multiple priorities, and meet deadlines.
• Strong attention to detail and commitment to technical accuracy.
• Ability to work effectively with cross-functional teams.
• Bachelor’s degree in Computer Science, Electrical Engineering, a related field, or equivalent practical experience.

Good to have

• Experience with Nutanix, AHV, VMware ESXi, Linux, enterprise storage, networking, or data center technologies.
• Experience with knowledge management systems, content management systems, community platforms, or documentation tools.
• Familiarity with Markdown, HTML, DITA, XML, or similar documentation formats.
• Experience with search optimization, knowledge management, or content analytics.
• Experience creating technical training or enablement materials.
• Experience using AI tools to draft, summarize, classify, or improve knowledge base articles, with the ability to validate AI-generated content for technical accuracy.
• Familiarity with prompt design, content automation, or AI-assisted documentation workflows.

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