Manager, Worldwide Support

Nutanix•Durham, NC

5d•Hybrid

About The Position

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. 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
3 to 5 years of management experience
Proficiency in Tableau, Workday, SFDC, JIRA
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

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.