Manager, Worldwide Support

Hungry, Humble, Honest, with Heart

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.

Your Role

• 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 You Will Bring

• 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.

The pay range for this position at commencement of employment is expected to be between USD $139,200 and USD $277,200 per year. However, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.