Learning Administrator 2
The Opportunity
Are you passionate about delivering exceptional customer experiences and being the human connection behind a world-class digital learning platform? Do you enjoy solving problems, removing friction, and helping people succeed at critical moments in their learning journey? If you want to play a hands-on role in shaping how thousands of practitioners experience Nutanix education, this is your opportunity.
As an Education Support Specialist, you are on the front lines of the learner and community experience. You will support learners, partners, and internal teams by resolving training and certification inquiries while serving as a critical feedback loop into platform usability, content clarity, and end-to-end experience quality. Your work helps transform passive users into confident, credentialed practitioners—and provides insights that help Nutanix continuously improve its education and community platform.
This role is ideal for someone who enjoys helping customers, solving problems, and contributing to a high-quality digital experience that supports learners worldwide.
Key Responsibilities
Learner & Community Support
- Manage and resolve incoming help desk tickets across multiple categories, including:
- Nutanix University access and learning experience
- Certification and credentialing questions
- Partner- and Sales-related education inquiries
- General education and platform support
- Provide accurate, clear, and empathetic guidance to learners, partners, and internal stakeholders.
- Maintain high customer satisfaction through professional, timely, and friendly communication.
Experience Quality & Issue Resolution
- Categorize, prioritize, and triage tickets effectively, identifying when escalation or cross-functional collaboration is required.
- Partner with internal teams (Education Operations, Certification, Sales, Partner teams, SaaS/Platform teams) to resolve complex or systemic issues.
- Identify friction points across the learner journey (registration, access, completion, credentialing, events) and proactively flag trends.
Knowledge & Process Enablement
- Document solutions and maintain up-to-date ticket notes, canned responses, and knowledge base articles.
- Ensure support documentation reflects current processes, platform changes, and learner-facing updates.
- Follow defined workflows while identifying opportunities to simplify or improve them.
Insights, Reporting & Continuous Improvement
- Identify recurring issues, root causes, and emerging trends that impact learner experience or community engagement.
- Run weekly support reports and contribute data to Education Operations analytics, including:
- Ticket volume and categories
- Time to resolution
- Top friction areas
- Partner with Education Operations leadership to recommend process, content, or platform improvements based on support data.
Strategic Enablement (at Scale)
- Support the broader digital experience and community strategy by:
- Surfacing insights that inform platform roadmap and UX improvements
- Contributing to AI readiness through clean data, consistent categorization, and high-quality documentation
- Improving self-service and ticket deflection through better knowledge content and clearer learner pathways
Qualifications
- A minimum of 1-2 years of experience working with Freshdesk or similar help desk/ticketing systems.
- Experience in customer support, learner support, SaaS support, or education operations.
- Strong written communication and problem-solving skills with a customer-first mindset.
- Ability to manage multiple priorities with attention to detail in a fast-paced environment.
- Comfort working cross-functionally with technical and non-technical teams.
- Basic understanding of Nutanix solutions and/or other cloud software, learning platforms, or certification programs—or a strong willingness to learn quickly.
Success in This Role Looks Like
- Learners feel supported, understood, and confident navigating Nutanix training and certifications.
- Support tickets decrease over time due to improved self-service and clearer experiences.
- Education Operations and leadership gain actionable insights from support data.
- Platform, content, and process improvements are informed by real learner pain points.
- The support function is viewed as a strategic contributor to digital experience and community health—not just a reactive service.
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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].