Manager, Worldwide Support

Nutanix • Durham, NC

5d • Hybrid

About The Position

Hungry, Humble, Honest, with Heart. The Opportunity Are you a passionate leader with a track record of prioritizing customer obsession and driving professional development? Do you excel in fostering collaboration with consistently high NPS scores? Do you strive to improve products and services? If so, we invite you to join our rapidly growing team at Nutanix. You'll have the opportunity to work with cutting-edge cloud technology while making a significant impact in shaping the future of our support organization. About the Team Join our Systems Reliability Engineering team at Nutanix, a global team spread across various locations, united by our shared values of collaboration, engagement, and innovation. As part of this team, you will have the opportunity to work with highly skilled professionals worldwide who are passionate about ensuring our customers' success. You will report to a Senior Manager of Worldwide Support, who is dedicated to empowering and supporting the team to achieve their goals. Our work setup is hybrid, requiring you to be in our Durham, NC office three days a week. This balance allows for both in-person collaboration and flexibility for remote work, promoting a healthy work-life balance. At Nutanix, we value the importance of work-life balance and understand that the demands of travel can impact this. As such, the travel requirements for this role are minimal, with less than an average of one week of travel required per quarter. This allows our team members to focus on their work while still having time for personal pursuits outside of work.

Requirements

• Bachelor's degree required, graduate degree preferred
• You need 3 to 5 years of management experience
• Must have proficiency in Tableau, Workday, SFDC, JIRA
• You should excel in Enterprise Support Management
• Expertise in managing, operating, and supporting HCI, Cloud, and other datacenter technologies
• Managing critical events and customer situations is an essential skill
• Work across organizational boundaries to resolve complex issues
• Strong problem-solving and decision-making abilities are required
• Identify and develop leadership potential
• The ability to receive and deliver constructive feedback
• 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.

Responsibilities

• Provide exceptional support experiences to our customers by addressing their inquiries and issues promptly and effectively.
• Manage escalations and queue responsibilities to ensure the timely resolution of customer concerns.
• Analyze cases, customer feedback, and product contributions to identify areas for improvement and drive enhancements in our services.
• Mentor and support the professional growth and career development of your team members.
• Foster collaboration and communication within your team and teams in other geographic regions.
• Collaborate with local and global peers to enhance our services and offerings, fostering a culture of continuous improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager