Manager, Worldwide Support
Hungry, Humble, Honest, with Heart.
The Opportunity
Are you a dynamic leader with a strong background in technical support, exceptional communication skills, and a proven ability to drive results through team management? If so, you'll thrive in our hybrid role as the Manager of Worldwide Support at Nutanix, where you'll lead a passionate team of System Reliability Engineers, foster a culture of collaboration and innovation, and have the opportunity to contribute to cutting-edge solutions in a supportive and growth-oriented environment.
About the Team
The successful candidate will join the System Reliability Engineers (SRE) team at Nutanix, a dynamic group of 300 passionate individuals located across various regions. The team embodies a culture that values being hungry, humble, and honest, fostering an environment of collaboration, innovation, and continuous improvement. With a mission to provide exceptional assistance to customers and partners, the SRE team is dedicated to resolving technical issues and enhancing overall customer satisfaction.
You will report to the Director of Worldwide Support, who is known for their supportive leadership style and commitment to fostering team growth and development. The work setup for this role is hybrid, requiring the hire to be on-site in the office five days a week. This arrangement facilitates real-time collaboration and effective communication within the team and across the organization.
There are no travel requirements for this position, allowing the hired candidate to focus entirely on their responsibilities and maintain a healthy work-life balance without the added stress of frequent travel.
Your Role
- Lead and manage a team of System Reliability Engineers (SREs) in delivering high-level technical support to customers and partners.
- Establish staff schedules and oversee queue coverage to ensure optimal support availability and response.
- Conduct regular team meetings and individual performance evaluations to foster team development and improve technical and customer service skills.
- Design and implement processes and tools to enhance operational efficiency and incident management within the support function.
- Drive resolution of critical customer issues by leveraging cross-functional resources and collaborating with engineering and sales teams.
- Track department operations and monitor performance metrics to ensure a high standard of service delivery.
- Participate in strategic planning discussions to identify process improvements and innovative enhancements to support structure.
- Set clear objectives for the team and individual members to align with organizational goals and drive performance in the first year.
What You Will Bring
- Bachelor of Science in Computer Information Systems or equivalent experience.
- 15+ years of experience with 5+ years in people management within a technical support environment.
- Strong verbal and written communication skills for effective customer and team engagement.
- Proven leadership experience with a track record of delivering results through team management.
- Experience as a Technical Engineer with problem-solving skills and a customer service focus.
- Project management skills with the ability to handle multiple priorities and complex projects.
- Knowledge of Virtualization technologies and relevant certifications are desirable.
- Ability to drive process enhancements and innovation in support methodologies.
Work Arrangement
Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. For most roles, that will mean coming into an office a minimum of 3 days per week, however certain roles and/or teams may require more frequent in-office presence. Additional team-specific guidance and norms will be provided by your manager.
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Nutanix is an equal opportunity employer.
Nutanix is an Equal Employment Opportunity and (in the U.S.) an Affirmative Action employer. Qualified applicants are considered for employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, protected veteran status, disability status or any other category protected by applicable law. We hire and promote individuals solely on the basis of qualifications for the job to be filled. We strive to foster an inclusive working environment that enables all our Nutants to be themselves and to do great work in a safe and welcoming environment, free of unlawful discrimination, intimidation or harassment. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need a reasonable accommodation, please let us know by contacting [email protected].