Manager, Worldwide Support

Hungry, Humble, Honest, with Heart.

The Opportunity

Are you a dynamic leader with a strong technical support background, exceptional communication skills, and a proven ability to drive results through effective team management? If so, you will thrive in the role of Manager, Worldwide Support at Nutanix, where you can lead a passionate team of System Reliability Engineers, foster a culture of collaboration and innovation, and contribute to cutting-edge solutions in a growth-oriented and supportive environment.

About The Team

The successful candidate will join the System Reliability Engineers (SRE) team at Nutanix, a dynamic group of 300 passionate individuals located across various regions. The team embodies a culture that values being hungry, humble, and honest, fostering an environment of collaboration, innovation, and continuous improvement. With a mission to provide exceptional assistance to customers and partners, the SRE team is dedicated to resolving technical issues and enhancing overall customer satisfaction.

You will report to the Director of Worldwide Support, who is known for their supportive leadership style and commitment to fostering team growth and development. The work setup for this role is hybrid, requiring the hire to be on-site in the office five days a week. This arrangement facilitates real-time collaboration and effective communication within the team and across the organization.

There are no travel requirements for this position, allowing the hired candidate to focus entirely on their responsibilities and maintain a healthy work-life balance without the added stress of frequent travel.

Your Role

• Lead and manage a team of System Reliability Engineers (SREs) to deliver high-level technical support.
• Establish staff schedules and ensure optimal support availability and effective response.
• Conduct regular team meetings and performance evaluations to enhance team development.
• Design and implement processes to improve operational efficiency and incident management.
• Drive resolution of critical customer issues through collaboration with engineering and sales teams.
• Monitor performance metrics to uphold a high standard of service delivery.
• Set clear objectives for the team and individual members aligned with organizational goals.
• Participate in strategic planning to identify process improvements in the support function.
  
  

What You Will Bring

• 15+ years of experience in technical support, including 5+ years in a people management role.
• Bachelor of Science in Computer Information Systems or equivalent experience.
• Strong verbal and written communication skills for effective engagement with customers and team members.
• Proven leadership experience with a successful track record in team management and driving results.
• Technical expertise in virtualization technologies (e.g., VMware) and familiarity with storage and networking concepts.
• Project management skills with the ability to manage multiple priorities and complex projects.
• Proficient in implementing processes and tools to enhance operational efficiency and incident management.
• Ability to foster collaboration across cross-functional teams and drive innovation in support methodologies.
  
  

Work Arrangement

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.