Engineering Manager – DevEx & Customer Operations

Nutanix•San Jose, CA

2d•Hybrid

About The Position

As an Engineering Manager in the DevEx (Development Extension) organization at Nutanix, you will lead a highly customer-centric engineering team. This team operates at the intersection of production operations, customer escalations, and product engineering. DevEx acts as an extension of core engineering, owning critical customer issues in production while driving serviceability, tooling, and product improvements that enhance reliability at scale. You will provide both technical leadership and operational direction, guiding a team through complex multi-layer system debugging while acting as a trusted advisor to strategic accounts and internal stakeholders. The DevEx organization is a globally distributed team of high-performing systems and operations engineers with a strong culture of ownership, accountability, and customer obsession, ensuring 24x7 operational continuity across global environments. This team bridges the gap between customer-facing support teams, sales engineering, and core product engineering. The hiring manager for this role is based in the United States, and the role will integrate into our core engineering hubs to foster strong cross-functional alignment across product lines.

Requirements

Strong technical background in Linux internals, hypervisors/virtualization (AHV, ESXi, KVM), and distributed systems at scale (e.g., ZooKeeper, Cassandra, or similar architectures).
10+ years of experience in enterprise-grade product engineering, with at least 5+ years successfully managing or leading engineering teams.
Proven track record in sustaining engineering, incident management, or critical escalation roles handling high-pressure production issues for enterprise strategic accounts.
Demonstrated ability to coordinate cross-functional teams (Support, Product Management, Core Engineering) and deliver concise technical readouts to executive leadership and customers.

Responsibilities

Lead end-to-end resolution of critical (P0/P1) customer production escalations, serving as Incident Commander, managing war rooms, and delivering clear executive communications.
Oversee the debugging of complex production issues across distributed storage and virtualization layers, owning the defect lifecycle from triage to code fix delivery.
Translate customer incident data into product gaps and reliability needs, partnering with Core Engineering and Product Management to prioritize root-cause fixes and build long-term systemic platform improvements.
Drive the design and development of serviceability tools, observability frameworks (logging, metrics, tracing), and automation to improve detection and time-to-resolution (MTTR).
Manage a high-performing team of 6–10 engineering specialists, driving career development, operational discipline, on-call readiness, and performance management.