Hungry, Humble, Honest, with Heart.

The Opportunity

Do you have a passion for leading technical experts to support critical customers, drive technology improvements and mentor future technical leaders? At Nutanix you will play an active role in defining strategy, driving decisions, and managing goals. You will be collaborating with teams across the company to provide world-class support to our fast-growing customer base. 

Nutanix (NTNX) is looking for a motivated and results-oriented Manager, Worldwide Support. You will play an integral role in partnering with local and global support management as well as sales, field, and engineering teams to ensure the success of our customers and drive continual product improvement. 

About the Team

Meet Hiring Manager, Masaya Takase! Director, Worldwide Support, Nutanix Japan:

• I have been in the IT industry for 25 years. Previously worked at Citrix as a Technical Support Director in Japan.
• I joined Nutanix because it is a great solution and customer-oriented company.
• My family consists of my wife, twin daughters and a rabbit (Netherland Dwarf!).
• My hobby is watching baseball games with my family and we support the LA Angels in MLB.
• Looking forward to working with you closely.

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. 

How We Work

• Nutanix Support uses a hybrid work style, with at least two core days in the office each week.  

Your Role

• Lead and manage a team of Systems Reliability Engineers. You will split your time between unblocking your team, supporting them in their duties, and coaching them to realize their full potential. You will also have the opportunity to work on technical duties yourself. 
• Participate in the APAC and global Support management teams to champion local requirements and ensure global standardization where relevant.
• Design, develop and implement processes and tools to enhance team function, including workflow and incident management.
• Manage the daily activities of the team 
• Demonstrate technical leadership 
• Critical situation management – work directly with customers during and after escalated support cases that your team is involved in at a technical level. 
• Duty Manager’s role alongside other Support Managers to enable the larger support team on a rotating basis. 
• Responsible for managing team metrics, using skill criteria to hire, develop, and promote team members, and initiate regular career conversations. 

What You Will Bring

• Degree in a relevant subject (computer science, data science, statistics)
• 10+ years of experience in enterprise technical support and in troubleshooting and debugging complex issues or several years of experience in management and team-leading 
• Proven ability to lead a team and manage projects 
• Experience supporting external customers and customer-first minds 
• Passion and ability to learn new things 
• Demonstrated leadership skills and guiding teams to hit their goals 
• Excellent people management skills; high empathy and consideration for team morale and member’s career progression 
• A structured thinker with excellent problem-solving skills 
• Business-level Written and verbal communication skills in both English and Japanese, with the ability to build trust and rapport with cross-functional partners 
• Collaborative and love belonging to a high-achieving support team

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